Service Manager

Materials Handling

Location: Bury St Edmunds

Salary: £40,000 + Ranger/Car + Benefits

Hours: Full-Time (40 hours per week, Monday–Friday)

About the Role

We are recruiting for an experienced Service Manager to join a well-established and growing materials handling business.

In this role, you will be responsible for managing the regional service operation, leading a team of field-based and workshop engineers, and ensuring customers receive a high level of service.

Reporting to the National Service Manager, you will play a key role in managing service performance, resource planning, customer relationships, and the ongoing development of the engineering team.

This is a hands-on management role offering stability, responsibility, and opportunities for ongoing development within a supportive, family-oriented business.

Key Responsibilities

• Lead and manage service activities across the region
• Manage and support a team of field service and workshop engineers
• Ensure maintenance, repairs, inspections, and breakdown services are delivered efficiently and professionally
• Plan and allocate engineers and resources to maximise efficiency
• Monitor and improve engineer productivity, utilisation, first-time fix rates, and response times
• Manage customer service contracts and maintain strong customer relationships
• Work to agreed KPIs and drive continuous improvement across the service operation
• Carry out regular performance reviews, coaching, and development with engineers
• Identify training and development requirements across the service team
• Promote a culture of accountability, teamwork, and high customer service standards
• Ensure all service activities are carried out in line with Health & Safety requirements
• Carry out regular audits and site inspections
• Ensure engineers maintain the required qualifications, certifications, and training
• Investigate accidents, incidents, and near misses and implement corrective actions where required

About You

• Minimum 5 years’ experience in a Service Management role
• Experience within materials handling, forklift, plant, agricultural, construction equipment, or capital equipment
• Proven experience managing field service engineers
• Strong leadership and people management skills
• Good commercial and financial awareness
• Experience managing customer service contracts
• Good understanding of Health & Safety legislation
• Technical engineering qualification
• IOSH or NEBOSH qualification would be advantageous
• Experience using service management systems and telematics platforms
• Strong communication, organisational, and problem-solving skills
• Able to manage workloads, prioritise effectively, and work to deadlines
• Customer-focused with a strong focus on service delivery and team performance

What’s on Offer

• £40,000 salary
• Ranger / company car
• 40 hours per week, Monday–Friday
• Flexible working hours between 7:00–18:00
• 24 days holiday + bank holidays
• Company pension scheme
• Full training and ongoing personal development
• Opportunity to progress within a growing business
• Supportive, team-focused working environment

Why Join?

Be part of a well-established, family-owned group with a strong reputation within the materials handling industry.

The business is continuing to grow and invests in its people, offering the support, training, and development needed to build a long-term career.

If you are an experienced Service Manager looking for your next opportunity, or an experienced Service Engineer ready to take the next step into management, we’d love to hear from you.

Apply Now

If you are interested in this position, please contact Alex Connolly on 01254 781300.

SER-IN