Service Manager

Key Responsibilities
Commercial & P&L Ownership
• Own the Aftersales Division P&L — revenue, margin, cost, and EBITDA targets.
• Drive revenue across three streams: Service Support (SLAs, PM contracts), Spares, and Upgrades & Retrofits.
• Develop and price service contracts, callout agreements, and retrofit proposals.
• Manage the aftersales pipeline — forecast revenue and headcount requirements quarterly.
Team Leadership
• Lead and develop a ring-fenced team: Spares & Service Coordinator and Aftersales & Technical Support Engineers.
• Set clear objectives, conduct reviews, and build a high-performance, customer-focused culture.
• Act as escalation point for complex technical or commercial customer issues.
Customer Relationships
• Build and maintain senior relationships with key accounts — pharma, life science, MedTech, and food.
• Conduct regular site visits, business reviews, and account planning sessions.
• Drive customer satisfaction, retention, and contract renewal rates.
Operations & Process
• Establish divisional processes — scheduling, ticketing, spares management, and field service dispatch.
• Implement KPI dashboards: response times, first-time fix rate, contract renewals, and revenue per engineer.
• Ensure compliance with customer quality standards, including GAMP5, GMP, and validation documentation requirements.
Digital Services Strategy
• Lead the aftersales contribution to the company’s Digital Services Strategy rollout, working in conjunction with the Digital Lead to define scope, priorities, and go-to-market approach.
• Drive the commercial development of Predictive Maintenance (PdM) offerings — packaging and positioning service contracts that incorporate condition monitoring and failure-prediction capabilities.
• Support the rollout of Remote Monitoring capabilities across the installed base — working with the Digital Lead on connectivity infrastructure and translating remote data access into customer-facing service value.
• Own the customer-facing OEE Improvement programme — delivering structured reporting, benchmarking, and improvement recommendations that demonstrate tangible uptime and efficiency gains for key accounts.
This is not an exhaustive list and you may be required to carry out activities not listed in the above as part of your role.

Essential Requirements
5+ years in technical service management, field service leadership, or aftersales — packaging machinery, automation, or capital equipment preferred.
Proven track record of building or scaling a service/aftersales function with clear commercial outcomes.
Commercial acumen — able to price service offerings, manage margin, and own a P&L.
Strong technical understanding of electromechanical systems and automation equipment.
Experience working with pharma, life science, or regulated industry customers.
Willingness to travel up to 50% of working time, including internationally.

Preferred Requirements
Degree or equivalent in Engineering, Business, or a related discipline.
Familiarity with PLC platforms — Schneider Electric or Rockwell Allen-Bradley.
Experience with service management software, CRM, or ERP systems (Integro or equivalent).
Knowledge of GAMP5, DQ/IQ/OQ/PQ validation frameworks.
Awareness of digital service trends in industrial automation — predictive maintenance, remote monitoring, and OEE improvement methodologies.