Field Service Manager

Service Manager
Location: West Lothian (some UK travel required)
Salary: Up to £50,000 + benefits + vehicle

A leading provider of advanced automated storage solutions is seeking a Service Manager to help drive the next stage of its growth. The company delivers some of the most powerful VLMs on the market — high‑performance systems that maximise space, boost efficiency, and handle heavy loads with ease. Its wider portfolio includes vertical carousels, mobile shelving, pallet‑handling equipment, and smart software that integrates seamlessly with major WMS and ERP platforms.

Known for exceptional customer service and tailored, turnkey solutions — from consultation and site analysis to installation, maintenance, and long‑term support — the business works with major organisations across sectors such as automotive, defence, and pharmaceuticals.

As the company expands and introduces new technologies, it’s looking for a Service Manager who can build strong processes, elevate service operations, and help maintain the high standards its customers rely on. This is an opportunity to shape a growing organisation and make a meaningful impact on its future.

The Role:

The Service Manager will lead the day‑to‑day running of a busy service operation, supporting a wide range of automated and traditional storage systems. You’ll make sure service jobs are planned, resourced, and completed smoothly — from the first customer call to final sign‑off.

The role involves guiding a team of service engineers, managing parts and materials, and keeping service activity on track to maintain high system uptime and strong customer satisfaction across a national client base. It’s a hands‑on leadership role for someone who enjoys creating order, improving processes, and ensuring customers get the reliable support they depend on. 

Key Responsibilities:

• Lead and support the service engineering team, including performance management and workload allocation.
• Plan and schedule all service activities such as call‑outs, maintenance, repairs, and follow‑on work.
• Track service jobs end‑to‑end, ensuring timelines, costs, and progress are well managed.
• Oversee parts ordering, stock levels, supplier coordination, and accurate job charging.
• Act as a key customer contact, managing updates, technical queries, and escalations.
• Collaborate with internal teams to deliver a smooth, and efficient customer experience.
• Monitor KPIs and drive improvements in service processes, utilisation, and customer satisfaction.
• Support pricing, new systems, and the integration of new technologies into the service function.

Skills & Experience Essential

• Proven background in a service management or operations management role - specifically within field service, leading the team and dispatching resources.
• Be able to manage multiple service jobs simultaneously in a fast-paced environment including job costing, budgets, and service KPIs.
• Good understanding of parts, materials, and stock control within an engineering, automation, or machinery-based service environment.
• Be competent in the use of service management systems, scheduling tools, and Microsoft Office.
• Technical background within engineering, mechanical, electrical, or automation environments.