Service Coordination Manager

Service Coordination Manager

• Location: Whitefield, Greater Manchester
• Reports to: Senior Management Team
• Salary: Competitive, based on experience

The Role:

We are seeking an experienced and proactive Service Manager to take ownership of the Service function within our client. This is a key role within the business, responsible not only for the day-to-day management of service operations, but also for developing the processes, systems and structure required to support significant company growth over the next 12 months and beyond.

You will manage one direct report while taking wider responsibility for the performance and development of the Service function. This includes managing customer enquiries, warranty and service jobs, coordinating engineers and service partners, monitoring performance and driving continuous improvement across the service operation.

The role requires someone who can balance operational management with strategic development. You will be expected to challenge existing processes, identify opportunities to improve efficiency and customer experience, introduce scalable systems and help shape the future structure of the Service department.

Key Responsibilities:

• Take ownership of the end-to-end Service function, from initial customer enquiry through to resolution and close-out.
• Manage and develop the Service Coordinator, setting clear expectations, priorities and objectives.
• Manage incoming service enquiries, faults, warranty claims and customer issues, ensuring they are progressed within agreed timescales.
• Coordinate engineers, service partners, customers and internal technical teams to ensure efficient service delivery.
• Monitor outstanding jobs, engineer performance, reports, parts requirements and service completion.
• Develop and implement robust service processes, procedures and systems to support future growth.
• Establish and monitor Service KPIs, reporting on performance and identifying areas for improvement.
• Identify recurring faults and service issues, working closely with the Technical and Engineering teams to drive resolution.
• Build and maintain strong relationships with customers, engineers, contractors and service partners.
• Act as an escalation point for complex customer and service issues.
• Work closely with Technical, Production, Sales and Operations teams to improve communication and the overall customer journey.
• Oversee warranty processes, purchase orders, parts management and associated service administration.
• Identify future resource and capability requirements as the Service function expands.
• Champion continuous improvement, operational efficiency and a first-class customer experience.
• Help shape the long-term strategy, structure and development of the KERS Energy Service department.

About You:

• Proven experience in a Service Management, Service Coordination, Operations or similar technical environment.
• Strong leadership and people management skills, with the ability to develop a small team.
• Demonstrable experience of improving processes, systems and operational performance.
• Highly organised, with the ability to manage multiple priorities and competing demands.
• Strong customer service, communication and stakeholder management skills.
• A natural problem solver with a proactive and solutions-focused approach.
• Comfortable working with KPIs, performance data and operational reporting.
• Commercially aware, with an understanding of cost, efficiency and customer satisfaction.
• Experience within heat pumps, HVAC, heating, plumbing, renewable energy, engineering, facilities management or a similar technical sector would be advantageous.
• Heat pump experience is beneficial but not essential.
• A hands-on, adaptable approach with the ambition to help build and develop a growing Service function.

This is an excellent opportunity for someone who wants to take ownership of a growing function, build scalable processes and play a key role in shaping the future of a rapidly expanding renewable energy business.