Service Manager
Location: Dunboyne, Co: Meath
Salary: €70,000 + company benefits
Candidate:
We are seeking an experienced Service Manager with a strong engineering background and a proven ability to lead service teams, drive customer satisfaction, and deliver operational excellence. The successful candidate will play a key role in shaping and scaling EMR's service function while ensuring exceptional support for customers across Ireland and the UK.
The candidate must also demonstrate proven people management experience, leading and developing teams.
Overview of Role:
- Lead EMR’s service operation and take accountability for the reliable support, maintenance and ongoing performance of customer installations. Own service delivery, contractual service levels, customer escalations, service profitability and the capability of the service and ICA field teams.
- Reporting to the COO and working as part of the leadership team, develop a scalable service function across SCADA, automation, telemetry, communications and instrumentation. Work closely with project delivery, engineering, commercial, finance, HSQE and UK operations.
- Based in Dunboyne, Co. Meath, with travel to customer sites as required.
- Team responsibility: Service and support function, including the ICA field team
Responsibilities:
Leadership and operational planning
- Lead and develop service and support personnel and the ICA field team through the agreed team structure. Set objectives, review performance and maintain training and competency matrices.
- Own service capacity planning, daily priorities, engineer allocation and field scheduling. Balance reactive calls, planned maintenance and agreed project support.
- Maintain effective out-of-hours cover, escalation routes, subcontractor arrangements and continuity plans for contracted services; ensure appropriate competence and safe working arrangements.
Service delivery and customer support
- Own the service request and incident process from logging and prioritisation through response, restoration, customer communication and confirmed closure.
- Deliver against each customer’s service level agreement, including response, attendance, restoration and reporting requirements. Escalate risks to compliance before commitments are missed.
- Lead major service incidents, coordinate technical specialists and keep customers informed. Ensure recurring faults receive root cause investigation and tracked corrective actions.
- Plan preventative maintenance, calibration and inspections in line with contract requirements; ensure field work is completed safely with clear service records.
- Maintain senior customer relationships, chair service reviews and own service complaints and escalations through to resolution.
Commercial and contract performance
- Own the service budget, cost control and margin performance with Finance. Review labour, travel, subcontractor and material costs against contract income and quoted work.
- Ensure accurate allocation of time and costs, timely invoicing and recovery of chargeable work. Confirm contract coverage, warranty obligations and customer approval before additional work proceeds.
- Work with Sales and Pre Sales on service pricing, repeatable support offerings, renewals and maintenance proposals; validate capacity, scope and service commitments before acceptance.
Assurance reporting and improvement
- Maintain accurate service system records, asset information and maintenance schedules. Ensure reports contain actual site hours, location, work undertaken, findings and follow-up actions.
- Provide the COO and customers with reliable service performance reports; review ticket ageing, SLA compliance, repeat visits, customer feedback, resource demand and contract profitability.
- Develop troubleshooting guidance and knowledge sharing with engineering. Agree technical escalation support while engineering leaders retain technical authority and line management of their teams.
- Jointly agree handover readiness with the Head of Projects, including accepted scope, outstanding defects, asset records, access arrangements, training, warranties and support responsibilities.
- Manage ICA field resources supporting projects through agreed priorities, scope and cost allocation with the Head of Projects. Escalate unresolved capacity conflicts to the COO.
- Ensure safe field operations and compliance with EMR’s ISO systems, working with HSQE on competence, risk assessments, permits, lone working, fatigue and corrective actions.
- Coordinate critical spares, calibrated equipment and subcontractor performance with procurement and logistics. Agree service coverage and interfaces with UK operations.
Technical Skills:
- Substantial experience in technical service, maintenance or field operations, typically five or more years, including management of engineers and customer support delivery.
- A proven record of managing SLAs, customer escalations, incident response and planned maintenance in utilities, infrastructure or another operationally critical environment.
- Working knowledge of SCADA, automation, telemetry, communications or electrical and instrumentation systems, with the judgement to coordinate appropriate technical expertise.
- Experience managing service budgets, contract costs, labour productivity and chargeable work, with clear customer reporting and accurate operational records.
- A relevant engineering or technical qualification, or equivalent professional experience.
Desirable Experience:
- Experience managing a 24-hour support operation, field instrumentation and calibration services, maintenance contracts or service provision across Ireland and the UK.
- ITIL or another relevant service management qualification; experience with ERP, ticketing platforms, asset registers or digital field reporting tools.
Interpersonal Skills:
- Strong planning, coaching and customer communication skills; able to lead calmly during incidents.
Measures of Success:
- Performance will be assessed against agreed targets for SLA compliance, response and restoration, planned maintenance completion, ticket ageing, repeat faults, customer satisfaction, service margins and appropriate utilisation. Safety, report quality and team development will form part of all reviews.
This is an excellent opportunity to lead a high-performing team while influencing the future direction of a growing engineering business.
Benefits:
- 23 days holiday.
- Company Sick Pay Scheme.
- Critical Illness Income Protection Scheme.
- Pension contributions matched up to 5%.
- Remote working up to 50%, subject to operational requirements.
- Learning and development fund.
- Performance related bonus scheme.
- Death in Service Benefit.
- Education Assistance Scheme.
- Bike to Work Scheme.