Service Manager

Service Manager Location: Belfast, Northern Ireland Role Overview The Service Manager (SM) is a Calibration Engineer, while also taking ownership of the branch. The SM supports daily operations, customer relations and reporting. This role is highly execution-focused and requires strong attention to detail, organization, and responsiveness.

The SM works closely with customers, engineers, and internal teams to ensure certificates are correct and on-time and costing is accurate. This role is critical to delivering an exceptional branch performance and delighting our customers. Key Responsibilities Customer Support & Communication Conduct calibration engineering activities Support with customer requests, taking the lead on technical inquiries Respond to customers quickly and professionally Generation of risk assessments Visit sites to generate new business First contact for new calibration sales, develop calibration schedule & provide quote Financial Management Generate quotes for hardware sales and source equipment Certificate Review & Quality Control Resolve certificate quality issues, predominantly mis-type certificates Operational & Administrative Support Own branch KPIs, taking action when metrics are off track Maintenance of QMS, writing calibration SOPs Maintain test equipment register Organize and send equipment for calibration, manage logistics until returned Check and upload received calibration certificates to system folder and update calibration schedule Check all calibration solutions and order when needed Ensure audit readiness and host auditors What Success Looks Like KPIs around safety, quality and delivery remain on target Certificates are clean, complete, and delivered promptly Revenue is accurately forecasted and better than prior year Customer relationships are maintained Tasks are completed without follow-up or reminders ISO audits are passed Qualifications & Skills Core Competencies Strong attention to detail and organization Ability to manage multiple tasks and priorities Clear and professional communication skills Strong sense of ownership and follow-through Ability to work in a fast-paced, execution-focused environment Technical Skills Trained calibration engineer Proficiency in Microsoft Excel and Office tools Comfortable learning new systems Experience Experience in calibration engineering and/or operations Work Environment & Expectations Fast-paced, detail-oriented environment High standards for responsiveness, accuracy, and accountability Team-oriented with close collaboration across functions