Technical Service Manager

Technical Service Manager

Department

Service & Maintain 

Location

Hybrid – Office, Customer Sites and Field Based

Company Vehicle

Company car provided

Role Purpose

The Technical Service Manager is responsible for supporting the continued growth and development of the HVAC Service Division by providing technical leadership, operational support and maintaining high standards of service delivery.

Working across both office and customer sites, the role provides technical guidance to the service team, supports engineers with complex issues, develops strong customer relationships and helps ensure all work is completed safely, efficiently and to the highest standard.

Key Responsibilities

Technical Leadership

• Act as the primary technical point of contact for the service team.
• Provide technical support, fault-finding expertise and industrial knowledge across commercial and industrial HVAC systems.
• Assist engineers with complex breakdowns, commissioning and technical issues where required.
• Ensure technical standards and best practices are maintained across the service department.
• Review engineers' reports and provide guidance on technical recommendations.
• Keep up to date with industry developments, legislation and emerging technologies.

Service Operations

• Support the planning and coordination of engineers alongside the Service Coordinator.
• Provide technical support to ensure jobs progress efficiently.
• Assist in resolving technical issues before escalation.
• Monitor service delivery to ensure quality standards are consistently achieved.
• Support continuous improvement across service processes.

Customer Relationships

• Build and maintain strong relationships with customers.
• Attend customer sites for technical meetings, service reviews and issue resolution.
• Act as a trusted technical advisor for customers.
• Ensure a consistently high standard of customer service across the service team.

Service Growth

• Support the continued growth and development of the Service Division.
• Identify opportunities to improve customer support and service delivery.
• Assist with developing long-term customer relationships.
• Contribute ideas and initiatives that enhance the service offering and customer experience.

Health, Safety & Compliance

• Ensure all work complies with company procedures, industry standards and current legislation.
• Promote safe working practices across the service team.
• Carry out site visits, quality inspections and safety observations.
• Support compliance audits and continuous improvement initiatives.

Team Development

• Mentor and support engineers and the Service Coordinator with technical guidance.
• Assist with training and development of the service team.
• Encourage high standards of workmanship, professionalism and customer service.
• Foster a collaborative and solutions-focused working environment.

Person Specification

Essential

• Extensive experience within the commercial and industrial HVAC industry.
• Excellent technical knowledge of heating, ventilation and air conditioning systems.
• Strong fault-finding and diagnostic skills.
• Ability to provide technical leadership and mentor others.
• Excellent communication and customer relationship skills.
• Organised with the ability to prioritise workloads effectively.
• Full UK driving licence.

Desirable

• Previous supervisory or management experience.
• Experience within a service environment.
• IOSH, SMSTS or SSSTS qualifications.
• Relevant HVAC and refrigeration qualifications.

Key Attributes

• Highly knowledgeable and technically competent.
• Strong problem-solving and decision-making skills.
• Customer focused and professional.
• Organised and proactive.
• Approachable and supportive leader.
• Committed to maintaining high standards of quality and safety.

Key Performance Indicators

• Customer satisfaction.
• Technical support provided to engineers and office staff.
• Service quality and consistency.
• First-time fix rate.
• Response to technical escalations.
• Growth and development of the service department.
• Compliance with health and safety standards.
• Team development and technical capability.

Role Objective

To provide technical leadership and support across the commercial and industrial HVAC Service Division, ensuring the highest standards of service delivery, developing the technical capability of the team, strengthening customer relationships and supporting the continued growth of the department.