Service Team Leader

Stamford, Cliffe Rd, Easton on the Hill, Stamford, Lincolnshire, United Kingdom

Background to the Company

Avtron is the global leader in power test equipment and specialises in the manufacture of dynamometers and load banks. We work with multinational organisations, utilities, government departments and specialist companies engaged in mission critical, OEM, service, plant hire and power generation. Customer service always takes top priority. Our purpose built factory is well equipped with modern computer aided design and manufacturing facilities and operates under ISO 9001 quality systems.

Main Purpose of the Job

The Service Team Leader is responsible for leading and coordinating the Service function within Customer Support, ensuring high levels of customer satisfaction through effective planning, execution, and control of service activities. The role provides day to day leadership to the Service team, drives performance against agreed SLAs and quality standards, and acts as the primary escalation point for service related issues. This position plays a key role in supporting business growth by improving service efficiency, developing team capability, and embedding a culture of accountability, safety, and continuous improvement.

Key Responsibilities

• Provide day to day leadership, guidance, and support to the Service team, ensuring clear priorities and effective workload distribution.
• Lead by example, promoting a professional, customer focused, and collaborative team culture.
• Conduct regular 1 to 1 meetings, performance reviews, and development discussions.
• Identify training and development needs and support skills growth across the team.
• Act as the first point of escalation for operational, technical, or customer service issues.

Service Operations & Delivery

• Oversee the planning, coordination, and execution of service activities including maintenance, repair, and breakdown support.
• Ensure service response and resolution targets are achieved in line with agreed SLAs and customer expectations.
• Monitor service capacity, backlog, and performance, taking proactive action to mitigate risks or delays.
• Work closely with Service Coordinators to ensure accurate job planning, documentation, and communication.
• Maintain strong working relationships with customers, ensuring a consistent and professional service experience.
• Manage complex service issues or customer complaints through to resolution.
• Liaise with internal departments including Sales, Engineering, Production, Quality, and Operations to support service delivery and product improvement.

Quality, Health & Safety

• Ensure all service activities comply with Avtron quality systems, health & safety policies, and statutory requirements.
• Promote safe working practices and ensure risk assessments and method statements are completed, reviewed, and followed.
• Support internal and external audits and contribute to continuous improvement initiatives.
• Support root cause corrective action reports and investigations.
• Monitor and report on service KPIs, trends, and performance metrics.
• Identify opportunities to improve service processes, reduce repeat issues, and enhance customer satisfaction.
• Support the implementation of new service processes, tools, and ways of working to enable scalability and growth.

Qualifications, Skills & Experience

• Proven experience within a service, customer support, or technical operations environment.
• Previous leadership or supervisory experience.
• Strong organisational and prioritisation skills with the ability to manage competing demands.
• Excellent communication skills with the ability to engage effectively with customers and internal stakeholders.
• Strong problem solving skills and the ability to make sound decisions under pressure.
• Technical background or experience within an engineering or manufacturing environment.
• Familiarity with service management tools such as SAP B1 / SAP FSM.
• Understanding of service KPIs, SLAs, and continuous improvement methodologies.

Personal Qualities

• Proactive and self motivated, able to work independently or as part of a team.
• Takes ownership of tasks from start to finish.
• Customer focused with a proactive and solutions driven approach.
• A confident, hands on leader who leads by example.
• Organised, reliable, and detail oriented.
• Calm and professional under pressure.
• Committed to high standards of quality, safety, and continuous improvement.

General Statement

The duties listed are not set forth for the purposes of limiting the assignment of work. They are not to be construed as a complete list of the many duties normally to be performed under a position title or those to be assigned and performed temporarily outside an employee's normal line of work.