Service Manager

At Winbro, we are at the heart of the green hydrogen revolution enabling production of next generation fuel cells with our ultra fast laser drilling and welding technologies. Our technology is capable of producing highly complex micro parts to micron level accuracies, creating a revolution in personalised drug delivery and medical care. Our equipment can produce highly complex semiconductor parts, enabling next level efficiencies in electronics manufacturing.

The position represents a fantastic opportunity for an experienced Service Manager to join a well-established and growing company with a trusted technically advanced product portfolio based on over 30 years of experience in non-conventional machine tool systems.

The Service Manager will lead a team of engineers to service, maintain and upgrade equipment across the globe in Blue Chip Turbine Engine OEM’s. Principal machining technologies are; 5 axis grinding, high speed EDM drilling and laser drilling/milling. The applicant will utilise excellent leadership, communication and interpersonal skills to deliver results and as well as the desire to bring improvements.

Role and responsibilities:

• Organise and manage the Service team, ensuring effective resource planning, productivity and customer service.
• Provide advanced technical support to customers, ensuring excellent service and timely resolution of issues.
• Take ownership of technical issues in the field, liaising with relevant departments to achieve effective solutions.
• Identify training and development needs using a skills matrix to encourage multi-skilling and reduce reliance on individuals.
• Monitor customer quotation requests, ensuring competitive pricing, appropriate margins and achievable delivery times.
• Work closely with Sales to identify opportunities for service contracts, preventative maintenance and technology upgrades with new and existing customers.
• Monitor contract profitability, identifying opportunities to increase revenue and improve margins.
• Take full ownership of the Service department's P&L, budgets and revenue forecasts.
• Provide regular sales updates against budget and forecast, conducting monthly business reviews to monitor performance against objectives.
• Visit customer sites as required to support customer relationships and develop sales opportunities.

Technical:

• Understand customer technical requirements and translate these into appropriate technical specifications and quotations.
• Provide technical support and guidance to the Service team.
• Manage technical issues in the field, coordinating with Engineering, customers and other resources to ensure effective resolution.

Service Management:

• Manage the day-to-day activities, performance and productivity of the Service team.
• Identify training needs and develop team capabilities through multi-skilling and structured development.
• Build strong customer relationships, regularly reviewing satisfaction and identifying opportunities to improve service levels.
• Set and monitor performance standards, productivity and response times, taking corrective action where required.
• Manage customer communications and escalations to ensure effective service delivery.
• Oversee technical upgrades, working with Engineering and System Solutions to ensure technical feasibility and resource availability.
• Take ownership of service quotations, ensuring accurate pricing and lead times.
• Collaborate with Sales and CRM teams to develop service contracts and technology upgrade opportunities.
• Manage Service revenue, budgets and forecasts, ensuring performance against financial objectives.

Requirements

• Hands-on service engineering experience and strong technical knowledge of machine tools, ideally EDM, laser and grinding processes.
• Good understanding of electrical and mechanical systems within multi-axis conventional and non conventional machinery.
• Experience working within an ISO 9001 environment.
• Strong customer focus with excellent communication and problem-solving skills.
• Proven experience managing, leading and developing a technical service team.
• Ability to set clear objectives, manage performance and maintain high service standards.
• Strong commercial awareness, including budgets, forecasting and profitability.
• Bachelor's Degree in Mechanical Engineering, Electrical Engineering, Electronics or a related field, or equivalent relevant experience.

This role is mainly site-based but will require some UK and oversees travel; expected around 20%.

We are not able to provide visa sponsorship now or in the future for this position. Candidates must have an existing and ongoing right to work in the UK.

Benefits

• Competitive salary.
• Flexible start and finish times.
• 25 days holiday per year, including shut down over Christmas.
• Company pension scheme with the option to contribute via salary sacrifice.
• Company paid life insurance at 3 x salary with the option to upgrade value and to include spousal cover.

Winbro is an Equal Opportunity Employer prohibiting discrimination based on protected characteristics like race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or age.