Service Manager (m/w/d)

Join Element Logic as a Service Manager and play a key role in leading our Service team while ensuring exceptional support and long-term success for our customers! As a Service Manager, you will be responsible for leading and developing the UK & Ireland Service organization, ensuring the highest levels of customer satisfaction, operational performance, and team engagement. You will oversee field technicians and service support functions, driving service excellence, process improvements, and commercial growth across the service business. Working closely with Customer Success, Delivery, Account Management, and customers, you will ensure that our service operations continue to support customer success while contributing to the ongoing growth of Element Logic's aftermarket business.

Duties and Responsibilities:

• Lead, develop, and support the Service team, including field technicians and back-office staff, ensuring a high-performing and customer-focused culture.
• Manage recruitment, onboarding, training, performance management, and employee development activities across the department.
• Ensure service operations, processes, and resources are effectively managed to deliver excellent customer service and operational efficiency.
• Maintain strong customer relationships through regular reviews, performance discussions, SLA follow-up, and issue resolution.
• Own departmental KPIs, budgets, forecasting, and overall service performance, driving continuous improvement and profitability.
• Support the growth of spare parts sales, inventory management, and service offerings in collaboration with Account Managers and other stakeholders.
• Lead initiatives to improve processes, develop new services, and enhance the overall customer experience.
• Collaborate closely with internal teams, AutoStore, and international colleagues to share best practices and drive business success.

Competence Areas:

• 3–5 years of leadership experience managing field service teams, technical teams, or similar operational functions.
• Experience within a customer-focused business environment, with a strong understanding of service delivery and customer relationship management.
• Strong people management skills, including coaching, performance management, and team development.
• Commercial awareness with experience managing budgets, KPIs, forecasting, and operational performance.
• Strong organizational, communication, and stakeholder management skills.
• Technical experience or understanding of automation, engineering, or service operations is advantageous.
• Proficient in Microsoft Office applications; experience with Microsoft Dynamics 365 is beneficial.
• Fluent in written and spoken English.

Personal Characteristics:

• People-focused leader – You enjoy developing teams, coaching individuals, and creating a positive and high-performing culture.
• Customer-focused mindset – You understand customer needs and are committed to delivering exceptional service experiences.
• Commercially aware – You balance customer satisfaction with operational performance and business objectives.
• Strategic thinker – You can see the bigger picture while maintaining focus on day-to-day execution.
• Proactive problem-solver – You identify opportunities for improvement and take action to drive positive change.
• Collaborative team player – You build strong relationships across departments and promote effective teamwork.
• Clear communicator – You communicate confidently with customers, colleagues, and stakeholders at all levels.

Place of work: Hybrid - split between working from home and visiting customer sites across the UK & Ireland, with regular travel required.

Start date: To be agreed upon.

Form of contract: Permanent employment.

For further questions about the position or process, contact Yana Tuz by email.

About Element Logic: Element Logic® is a global technology company specializing in intelligent warehouse automation. Since its founding in 1985, the company has grown to employ over 950 people across 30 countries and has established itself as the first and leading AutoStore™ partner worldwide. Renowned for its commitment to innovation and people-centric approach, Element Logic enhances warehouse performance through a unique combination of cutting-edge technology, AI-powered software, and tailor‑made solutions. This enables businesses across industries to improve efficiency, accuracy, and scalability in their logistics operations. With a proven track record and deep expertise in intralogistics, Element Logic has become the go‑to partner for organizations seeking to gain a competitive edge through automation. The company's culture is rooted in bravery, passion, and reliability – qualities that continue to drive its mission of optimizing warehouse performance.

At Element Logic, our people are our greatest resource. We believe individuals should be in their element and we recognize, celebrate, and nurture the strength of diversity. We offer equal opportunities and welcome applicants regardless of age, race, ethnicity, gender identity and expression, sexual orientation, language, national origin, mental and physical abilities, religious and political affiliations, stage of life, or family circumstances. We desire a work environment where people flourish with their unique abilities, perspectives, and life experiences.