Become part of our SWARCO team as

Challenge

Regional Service Manager

Location: UK (Regional Travel Required)
Reporting to: Head of Service
Salary: Competitive + Benefits

Your Challenge

An exciting opportunity has arisen for an experienced Regional Service Manager to join SWARCO and lead our field service operations covering the South East.

This is a key leadership role responsible for delivering excellent customer service, driving service revenue and profitability, managing field engineering teams, and ensuring the successful delivery of maintenance, installations and customer support activities.

The successful candidate will combine strong operational leadership with excellent customer relationship skills and a passion for developing high-performing teams.

Profile

Principle Responsibilities

• Lead and develop a team of Field Service Engineers and Senior Service Engineers within the region.
• Deliver regional service revenue, margin and contract retention targets.
• Ensure the profitable delivery of service, maintenance and installation activities.
• Drive customer satisfaction through high-quality service delivery and effective issue resolution.
• Support regional sales activities and identify opportunities to grow service revenue.
• Ensure all engineers receive appropriate training and development.
• Manage engineer utilisation, productivity, stock control and operational performance.
• Support project delivery teams to ensure successful completion of installation works.
• Ensure compliance with company policies, procedures and Health & Safety requirements.

Key Tasks

• Manage planned and reactive maintenance activities across the region.
• Act as the escalation point for customer complaints and major service issues.
• Work closely with the Service Desk to ensure achievement of contractual service levels.
• Monitor engineer performance, utilisation and first-time fix rates.
• Conduct regular audits of engineer stock, tools, vehicles and working practices.
• Drive continuous improvement initiatives to enhance service delivery and operational efficiency.
• Manage overtime, standby, holiday and sickness administration.
• Build and maintain strong customer relationships through regular engagement and performance reviews.
• Support installation projects, customer training and post-installation activities.
• Monitor regional budgets and identify opportunities to improve profitability and reduce operating costs.

Skills, Qualifications & Experience

Essential

• Previous experience managing field-based engineering or service teams.
• Strong customer service and stakeholder management skills.
• Experience delivering against revenue, margin and operational performance targets.
• Excellent communication and leadership skills.
• Ability to manage multiple priorities in a fast-paced operational environment.
• Strong organisational and planning skills.
• Experience producing operational reports and performance analysis.
• Good working knowledge of Microsoft Office applications.
• Full UK driving licence.

Desirable

• Experience within Intelligent Transport Systems (ITS), Traffic Management, Parking, Traffic Signals or related technology sectors.
• Engineering or technical background.
• Project management experience.
• Knowledge of service delivery and maintenance contract management.
• Understanding of stock control and field service operations.

Benefit

What We Offer

As well as providing a competitive salary and benefits package, SWARCO offers:

• Company vehicle or car allowance
• 25 days holiday plus Bank Holidays
• Company pension scheme
• Life assurance
• Employee assistance programme
• Cycle to Work scheme
• Employee discounts portal
• Ongoing training and development opportunities
• Career progression within a global technology organisation

About SWARCO

SWARCO is a global leader in intelligent transport systems, delivering innovative technology solutions that improve road safety, traffic flow and mobility.

Our people are at the heart of everything we do. We are committed to creating an inclusive, supportive and rewarding workplace where individuals can develop and thrive.

The above lists are intended to be neither exhaustive nor exclusive. Given the size of our company and the nature of our operations, it may be necessary from time to time for personnel to step outside their defined role in order to address the immediate needs of the business.

SWARCO is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of age, disability, gender identity, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

No agencies please. Unsolicited CVs sent to SWARCO, or directly to hiring managers, will be considered property of SWARCO and no recruitment fee will be payable.

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