Field Service Manager - Office Based

Location: Banbury, Oxfordshire

The Role

Our client is seeking an experienced Service Manager to lead their Service Operations Team. Reporting to the Managing Director, you will be responsible for the day-to-day management of their Field Engineering Team and office-based Service Coordinators. This is an excellent opportunity for someone who thrives on improving processes, developing people and driving operational efficiency.

Key Responsibilities

Leadership and People Management

* Line manage and develop a team of 16 field-based Service Engineers

* Oversee and support 4 Service Coordinators who handle customer communications, job booking and invoicing

* Conduct regular performance reviews, one-to-ones and team meetings

* Handle employee relations matters including absence management, disciplinaries and grievances

* Identify training needs and support professional development across the team

Operations and Process Improvement

* Review and streamline service processes to improve efficiency and customer satisfaction

* Monitor and manage engineer workloads, ensuring optimal scheduling and resource allocation

* Analyse service data and KPIs to identify trends and drive continuous improvement

* Ensure service level agreements are met for both direct customers and distribution partners

* Manage escalated technical and customer service issues

Quality an...