Dunphy Combustion Limited
Service Manager
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Service Manager
Rochdale, Greater Manchester | Full Time | Up to £60,000 per annum plus performance-related bonus
Ready to lead a team that delivers world-class service?
A world-class, ISO 9001-certified market leader in manufacturing automatic combustion equipment is seeking a Service Manager to lead and develop its established Service Department. With a team of 15 field-based Service Engineers across the UK, plus additional office-based administrative staff, the department supports a broad range of blue-chip customers nationally and internationally.
What's in it for you?
- Lead and develop a nationwide team of Service Engineers and Administrators
- Performance-related bonus
- 25 days holiday plus bank holidays
- Company car
- Pension contribution of 4%, rising to 6% after one year
- Opportunity to shape and grow the Service Department
- Be part of a team that supports high-profile, blue-chip customers across the UK and overseas
Are you the right person for the job?
- Proven experience in a Service Manager or similar leadership role within an engineering environment
- Strong engineering background (burners and boilers advantageous but not essential)
- Demonstrable experience managing field-based engineering teams
- Full UK driving licence
- Excellent interpersonal and communication skills, confident in dealing with customers
- Strong organisational and planning skills with the ability to manage competing priorities
- Commercial awareness and experience supporting contract-based customers
- Experience improving processes, systems, and departmental performance
- Ability to analyse performance data and drive improvements
- Leadership skills to motivate, develop, and retain staff
- Proficient in Microsoft Office applications
- Flexible and adaptable approach
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What will your role look like?
- Lead, manage, and develop the Service Department
- Maintain strong relationships with customers, ensuring satisfaction and repeat business
- Ensure contractual Service Level Agreements (SLAs) are achieved and reported
- Oversee planning, allocation, and coordination of service activities across the UK and overseas
- Support and guide engineers and compile technical quotations for contract customers
- Drive continuous improvement and implement organisational/process enhancements
- Monitor service KPIs, including response times, first-time fix rates, utilisation, and customer feedback
- Ensure accurate and timely completion of service documentation
- Manage departmental resources, workforce planning, and skills development
- Play a key role in growing service contracts and the department
- Ensure compliance with Health & Safety, Quality, and Environmental standards
- Chair departmental meetings and maintain clear communication between field and office teams
- Identify risks, issues, and opportunities, implementing mitigation strategies
- Manage escalations and resolve complex customer issues efficiently
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