Service Manager - FTC 12 Months

Company Overview

Glen Dimplex Group is a world leader in intelligent electric heating and renewable energy solutions, as well as holding significant global market positions in domestic appliances, cooling and ventilation. Dimplex is part of the Glen Dimplex Group. We design, develop and deliver innovative heating and ventilation solutions in all sectors in which we operate.

Main Purpose of Role

Ability by Dimplex is seeking an experienced Service Manager to lead our Service function and drive operational excellence across the department. This is a key leadership role responsible for managing our team of field engineers, ensuring they receive the direction, support and mentoring needed to deliver exceptional service performance. You will take full ownership of Warranty Claims & Refurbishment Opportunities, with a clear focus on identifying growth opportunities within the refurbishment market sector. This role requires strong commercial awareness, a high level of organisation skills and a hands on leadership approach, and the ability to enhance both service delivery and departmental profitability.

Key Accountabilities

• Manage and allocate customer service issues, ensuring the appropriate resources, parts, and site access are arranged to deliver timely and commercially balanced resolutions for both the client and the company.
• Lead monthly service team meetings, ensuring clear communication of business priorities, operational updates, and driving two way knowledge sharing across the team.
• Work closely with Divisional Quality and Service Leads, ensuring alignment on product performance, quality trends, field feedback and continuous improvement actions across the division.
• Champion QHSE standards (Quality, Health, Safety & Environment), maintaining a continuous improvement culture and ensuring all engineers hold the correct accreditations while staying ahead of legislative and industry changes.
• Manage and track all service and warranty activity, ensuring accurate documentation, validation and reporting of ongoing warranty claims. Maintain visibility of cost exposure and recovery opportunities.
• Oversee the management and development of service engineers, including task allocation, technical support, ongoing performance tracking and ensuring consistent delivery standards across the team.
• Conduct regular reviews of the service team, identifying strengths, gaps and opportunities for restructuring, optimisation or targeted development.
• Ensure all KPI frameworks are maintained and reported, tracking engineer performance, response times, customer satisfaction, first time fix rates and other key service metrics.
• Deliver PDRs (Personal Development Reviews) in line with company timelines, setting measurable objectives and reinforcing company values.
• Create and maintain operational procedures aligned with ISO standards, ensuring all service activities are conducted in a controlled and auditable manner.
• Attend client meetings pre and post order to ensure service and technical expectations are understood, delivered and reviewed effectively.
• Monitor and develop team skillsets, identifying training needs and ensuring all engineers remain qualified and capable of supporting the full product portfolio.
• Provide monthly operational service reports to the Head of Operations, ensuring transparency of live issues, resource pressures, risks, performance and commercial impact.
• Setting & attainment of STF Sales Targets
• Provide stakeholders with regular financial performance updates, contributing to monthly budgeting, forecasting and overall service P&L management.
• Offer technical support to field engineers and customers, ensuring high levels of service delivery and consistent resolution standards.
• Oversee warranty claims end to end, confirming validity, coordinating resolution activities and protecting the business contractually and commercially.
• Contribute to ownership of service and refurbishment projects, from set to work through to practical completion and end of warranty, ensuring financial performance is achieved or improved.
• Maintain technical knowledge and awareness of the Ability and Glen Dimplex product ranges, ensuring both you and the team stay updated on mechanical, electrical and controls developments.

Management Responsibilities

• Ensure policies and procedures are consistently applied across teams. Monitor adherence and elevate issues promptly to protect company interests.
• Lead and develop a high performing team by role modelling company values. Manage all people related activities, including recruitment, training, performance and engagement.
• Promote a safety first culture and ensure compliance with health and safety standards. Conduct risk assessments, provide clear instructions and lead by example in all safety practices.
• Embed company values in daily operations. Foster a culture focused on customers, caring for people, driving innovation and simplifying processes.

Skills, Knowledge and Experience Essential Criteria

• Knowledge of fan coil units and associated HVAC plant, with the ability to support engineers and customers confidently.
• Proven experience leading and developing a diverse service or engineering team, including performance management, coaching and driving accountability.
• Demonstrable ability to deliver results under pressure, balancing operational demands with commercial priorities.
• Experience working within the construction or building services sector, with a solid understanding of Health & Safety responsibilities and industry compliance requirements.
• Highly organised, structured and methodical approach, ensuring workloads, priorities and resources are managed effectively.
• Strong collaboration skills, with the ability to work closely with divisional Quality teams, Service leads and cross functional stakeholders to improve performance and customer outcomes.
• Experience in monitoring, analysing and reporting on KPIs, engineer performance metrics and service standards.
• Knowledge of warranty tracking and administration, with the ability to manage claims, assess validity and protect commercial interests.
• Competent user of the Microsoft Office suite, including Excel for reporting, tracking and operational analysis.
• Satisfactory DBS
• Valid Driving License

Desirable Criteria

• Background within the HVAC or building services industry, bringing familiarity with fan coil units, refurbishment markets and service operations.
• Formal technical qualification in an engineering, mechanical, electrical or related discipline, supporting strong technical credibility within the team and with customers.
• Experience of SAP - ERP Management

Core Competencies

• Positive, proactive "can do" attitude, consistently driving solutions and encouraging momentum within the team.
• Strong communication skills, with the ability to engage confidently and professionally with clients, engineers and the wider management team.
• Curious mindset with a focus on continuous improvement, always seeking opportunities to enhance processes, service quality and team performance.
• Strong sense of ownership and accountability, ensuring tasks and commitments are delivered to a high standard.
• Demonstrates honesty, integrity and professionalism in all interactions, acting as a role model for the wider team.
• Effective planner with the ability to set clear goals, organise workloads, prioritise activities and deliver against objectives.
• Customer focused approach, committed to delivering service excellence and exceeding client expectations.
• Flexible and adaptable, able to respond positively to change, shifting priorities and evolving business needs.
• Collaborative team player, fostering open communication, mutual respect and a supportive working environment.

Glen Dimplex Values

At Glen Dimplex we are proud of our Company Values, which are at the centre of all that we do. In addition to role specific skills and experience (outlined above) our colleagues are expected to always strive to:

• Think Customer
• Care About People
• Value Innovation
• Keep It Simple

Acknowledgement

This job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the role.