Service Manager
- Southside Dublin
- Permanent
- Full-time
Reports To: Operations Manager
Department: ServiceThe Company: Our client supports professional customers in the energy transition - from service stations and mobility hubs to fleet operators and beyond - by offering a one-stop shop for responsible energy solutions and expanded consumer offerings. With the largest sales and service network in our industry, we pride ourselves on being close to our customers, wherever they are.Role Overview: As Service Manager, you will lead the Service Department, overseeing Call Desk, Technical Support Desk, and Field Service operations. You will be responsible for driving service excellence, customer satisfaction, and commercial growth, while ensuring alignment with the company's global standards and strategic goals.Key Responsibilities:
Leadership & Team Development:
- Manage a team of 5 direct reports: Call Desk Manager, Technical Support Desk Manager, and 3 Regional Field Technician Supervisors.
- Lead, recruit, train, and develop the Service Team to deliver high performance and exceptional customer service.
- Promote a culture of continuous improvement, safety, and customer-centricity.
- Develop and implement the service strategy to increase revenue and improve margins.
- Define, monitor, and report on service KPIs including SLA compliance, customer satisfaction, contract conversion, and operational efficiency.
- Continuously improve service systems, tools, and workflows to enhance responsiveness and productivity.
- Lead negotiations with key customers on service-related tenders and agreements.
- Collaborate with the Installation Project Supervisor to ensure all new equipment sales include service contract offerings.
- Proactively engage with customers who have installed equipment but do not yet hold a service contract.
- Act as a strategic link between the Service and Sales Team to identify upgrade opportunities and new equipment sales leads.
- Ensure prompt response to customer calls and adherence to service SLAs through effective coordination with Regional Field Technician Supervisors.
- Monitor field service performance and implement corrective actions where necessary.
- Working with the Logistics Manager, ensure adequate stock of spare parts in field technician's vans to minimise downtime and improve first-time fix rates.
- Assist in preparing accurate and competitive service quotations.
- Ensure service invoicing is complete, timely, and accurate.
- Maintain awareness of departmental P&L and contribute to cost control and revenue generation initiatives.
- Ensure Health & Safety remains the top priority in all service activities, working closely with the HSEQ Manager.
- Promote compliance with all regulatory and internal standards across service operations.
- Proven experience in leading and managing service teams, ideally in a B2B technical or energy related environment.
- Strong commercial acumen with a solid understanding of P&L and financial metrics.
- Excellent communication and interpersonal skills, with the ability to manage customer relationships under pressure.
- Experience in contract negotiation and customer engagement.
- Knowledge of B2B Equipment Service or similar industry is a distinct advantage.
- Proficiency in service management systems and tools.
- Full Clean driving licence.
Salary: Competitive base salary on offer commensurate with the skills & experience of the successful candidate.
Benefits:
- Company Car
- Pension contribution
- Laptop
- Mobile Phone
- Fuel Card
- Death in Service benefit.
- Schedule: Monday to Friday, 08:30 – 17:00 (1-hour break).
- Annual Leave: 21 days holidays + 10 Bank Holidays
- Workplace: Office-based, Baldonnell, Dublin 22
Barry Dolan
Phone: 061 363 318
Email:INDCRG