Service Manager

South West UK (Near Swindon)
£50,000 – £60,000 + Bonus + Benefits
Contact: Dan Walton – 01254 781300

The Company

Our client is a leading OEM manufacturer of automated packaging machinery, supplying thermoforming and filling systems to blue-chip food manufacturers across the UK and international markets. Their high-value capital equipment is used in large-scale food production environments and is recognised for reliability, innovation, and technical performance.

Due to continued growth, they are now looking to recruit a Customer Service Manager to support their expanding customer base and installed machine portfolio.

The Role

This role will support two senior Service Managers in coordinating field service engineers, providing technical guidance to customers, and ensuring excellent aftersales support across the UK and overseas.

The position will involve a combination of office-based coordination, customer technical support, and occasional site visits, particularly during major machine installations or when resolving complex issues.

You will play a key role in maintaining customer satisfaction, managing service level agreements, and ensuring technical issues are resolved efficiently.

Key Responsibilities

• Support Service Managers with the coordination and scheduling of field service engineers.
• Provide technical guidance and troubleshooting support to customers, mainly relating to electrical and mechanical engineering issues.
• Manage aspects of Service Level Agreements (SLAs) and ensure customer expectations are met.
• Act as a key point of contact for customers, handling technical queries, escalations, and service requests.
• Conduct site visits during major machinery installations or when additional support is required.
• Provide guidance and solutions over the phone to customers operating complex packaging machinery.
• Work closely with internal engineering teams to resolve technical issues quickly and efficiently.
• Maintain accurate service documentation and ensure clear communication across teams.
• Manage difficult situations professionally and help resolve urgent issues for key customers.

Candidate Requirements

• Experience working with capital equipment machinery valued at £300k+.
• Background in automated machinery, packaging machinery, or similar industrial equipment.
• Strong electrical and mechanical engineering knowledge.
• Previous experience in a service leadership role or senior service engineer position.
• Experience supporting blue-chip or large manufacturing customers.
• Excellent problem-solving ability and attention to detail.
• Ability to remain calm under pressure and manage challenging customer situations professionally.
• Strong organisational skills and the ability to work independently.
• Ideally located within commuting distance of Swindon initially (hybrid/remote working available after onboarding).

Salary & Benefits

• £50,000 – £60,000 salary
• Annual bonus up to £10,000
• 3% matched pension
• Private medical insurance
• Life assurance
• Company vehicle
• Laptop and mobile phone
• 25 days holiday
• Overtime paid for some site visits

Apply

For more information or to apply, please contact:

Dan Walton
01254 781300

SER-IN