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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 and Compliance

* Maintain high standards of service quality and technical accuracy

* Ensure compliance with health and safety requirements for field operations

* Work with the team to maintain accurate records and documentation

About You

Essential

* Proven experience managing field-based or mobile engineering teams

* Strong people management skills with experience of performance management and employee relations

* Track record of process improvement and operational efficiency gains

* Excellent organisational and prioritisation skills

* Strong communication skills, both written and verbal

* Proficient with IT systems and comfortable working with service management software

Desirable

* Experience in the automotive industry

* Technical background in electronics, calibration or diagnostic equipment

* Experience working with distribution partner relationships

What Our Client Offers

* Salary: £38,000 - £42,000 per annum, depending on experience

* Annual leave: 25 days plus bank holidays

* Working hours: Monday to Thursday 08:30 - 17:00, Friday 08:30 - 16:30

* Office-based role in Banbury with a friendly, supportive team

* Opportunity to make a real impact on a growing business