Service Manager

Service Manager – High-Tech Capital Equipment

We are partnering with a global high-tech equipment manufacturer to appoint an experienced Service Manager to lead their EMEA service organisation.

In this role, you’ll take responsibility for a team of around 20 people across EMEA, including on-site customer teams, field service engineers, and technical support specialists. The immediate priority is to raise the standard of technical support, improve responsiveness, and ensure customers feel fully supported throughout the life cycle of their systems.

What you’ll be doing

• Leading, coaching and developing a diverse service team across multiple countries and customer sites.
• Enhancing the performance and capability of the technical support function, ensuring fast response times and effective communication.
• Managing field service activities including installations, upgrades, repairs and issue resolution.
• Building strong relationships with major customers and acting as their escalation point when needed.
• Ensuring service tasks and system deliveries are completed on time and to a high standard.
• Coordinating technical resources during system preparation, installation and post-delivery phases.
• Overseeing after-sales activities such as service contracts, upgrades, complaints and warranty work.
• Improving key service metrics including uptime, mean time to repair and planned downtime.
• Supporting the wider business by helping to refine processes, reporting structures and departmental planning.
• Preparing capability, training and development plans based on service team performance and future needs.
• Travelling occasionally to customer sites.

What we’re looking for

Why this role will appeal to you