Head of Service

Head of Service – Engineering – Leeds, West Yorkshire – £50-55k + Company Car or Allowance + Bonus

+++ Established engineering business +++ UK service leadership role +++ Opportunity to improve systems and processes +++ Company car +++ KPI-linked bonus +++

Samuel Frank is recruiting for a Head of Service to lead the UK service operation for an established engineering business based in Leeds. The role combines hands-on engineering understanding with leadership, customer service and the opportunity to improve how a busy department operates.

This is approximately 70% operational and 30% commercial. The Head of Service position will suit an experienced engineering service leader who can organise engineers, manage constantly changing priorities and introduce systems and measurable KPIs that improve performance.

Customer production schedules drive service planning, meaning priorities can change at short notice. The successful Head of Service must thrive in a fast-paced environment, make sound decisions under pressure and take ownership of delivering for customers.

Key responsibilities for the Head of Service include –

* Lead and develop the UK service team, including field engineers and subcontractors

* Plan and reschedule service work around customer production demands, breakdowns and changing priorities

* Manage engineer workloads, resources and competing service projects while maintaining customer communication

* Introduce and improve service processes, planning systems and working practices to increase efficiency

* Establish, monitor and report meaningful team KPIs, including service delivery, productivity and performance

* Oversee installation, upgrades, rebuilds, refurbishment and commissioning work from planning to completion

* Support engineers on customer sites when required, including practical hands-on assistance in exceptional circumstances

* Scope work, prepare quotations and monitor labour, materials, project costs and service profitability

* Oversee RAMS, site risk assessments, engineer reports, timesheets and service documentation

* Identify opportunities for service contracts, upgrades and additional customer support

What we are looking for in the Head of Service –

* Experience managing a field service team or engineering service operation, with the confidence to lead through demanding workloads

* Strong engineering understanding of industrial machinery, particularly hydraulics; knowledge of controls or PLC systems is a significant advantage

* Evidence of improving service scheduling, implementing systems or introducing better ways of working

* Ability to define and track team KPIs and use the results to improve service performance

* Commercial awareness, a strong work ethic and the ability to balance customer needs with departmental profitability

* A practical, adaptable approach to urgent customer requirements, with willingness to travel across the UK and occasionally stay overnight

* Confidence dealing directly with customers, managing expectations and resolving difficult situations

* Full UK driving licence

Additional experience that would be useful for the Head of Service –

* HNC, HND or Degree in an engineering discipline

* IOSH Managing Safely, NEBOSH or similar qualification

* Experience with ERP, CRM, CMMS or service management systems

* Experience developing service contracts, aftermarket revenue or customer relationships

Head of Service – Working arrangements and package –

* Salary £50-55k depending on experience and qualifications

* Company car for business and personal use, plus fuel card covering business and personal mileage or car allowance

* Bonus linked to agreed KPIs

* 37-hour working week, with flexibility needed for occasional urgent customer or engineer support outside normal hours

* Flexibility works both ways: the business offers flexibility in return for a customer-first approach

* Leeds base with UK-wide customer travel and occasional overnight stays

* Opportunity to develop the department, improve its systems and take on greater commercial responsibility as it grows

This is an opportunity for a Head of Service who enjoys leading people, bringing order to a busy service function and making a measurable difference to both customers and the engineering team
Only candidates based in UK and eligible to work in UK are allowed