Service Manager

at  Mastermover

Location: Ashbourne, Derbyshire
Company: MasterMover Ltd
About Us: MasterMover Ltd is a world-leading manufacturer and supplier of electric tugs, providing innovative material handling solutions to a wide range of industries. Our commitment to quality, safety, and exceptional customer service has driven our growth and success globally. We are looking for a dynamic and experienced Service Manager to join our team and lead our field service operations to new heights.
Job Overview: As the Service Manager, you will be responsible for overseeing and improving the delivery of our field service operations team. You will ensure that all after-sales support, maintenance, and repair services are executed efficiently and to the highest standard, ensuring customer satisfaction and operational excellence. This role requires a strong leader with excellent organisational skills, technical knowledge, and a customer-centric approach.

KEY REQUIREMENTS:

• Proven experience in a service management or operations management role, preferably within the manufacturing, engineering, or material handling industry.
• Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
• Technical background or strong understanding of machinery, mechanical or electrical systems.
• Excellent communication and customer service skills, with a commitment to delivering exceptional service.
• Ability to analyse data, monitor KPIs, and drive continuous improvement.
• Familiarity with service management software and CRM systems.
• Strong organisational skills and the ability to manage multiple priorities.
• Knowledge of health and safety regulations and best practices.
• A proactive and problem-solving approach with a focus on operational excellence.

• Lead and manage the field service operations team.
• Develop and implement service strategies to improve customer satisfaction, service efficiency, and profitability.
• Oversee the scheduling and delivery of maintenance, repair, and installation services.
• Monitor key performance indicators (KPIs) to ensure service level agreements (SLAs) are met or exceeded.
• Manage service contracts, warranties, and customer support agreements.
• Collaborate with the sales, logistics, and production teams to ensure seamless customer service.
• Ensure compliance with health and safety regulations and quality standards.
• Provide training and development opportunities for the service team to enhance skills and knowledge.
• Act as a key point of contact for escalated service issues, resolving them promptly and effectively.
• Continuously seek ways to improve service operations, leveraging technology and process improvements.