Professional Services Manager

Contronics is a leading provider of laboratory monitoring systems, calibration and temperature mapping services to NHS, healthcare, and life science organisations. For over 30 years we have continued to deliver outstanding system reliability and unrivalled service standards.

Reporting to the Head of Operations, you’ll have responsibility for overseeing the delivery of professional services to customers, overseeing the field service Site Engineer team. This role requires both technical knowledge and strong management skills to ensure high-quality service delivery, customer satisfaction, and team performance. This is a hybrid role, with a minimum of 3 days per week working from our office in Congleton.

Job Responsibilities:

• Customer Relationship Management: Serve as the main point of contact between the company and back-to-base customers for service-related matters. Build and maintain strong relationships with customers to ensure satisfaction and retention. Act as a trusted advisor, understanding customer needs and ensuring services are delivered to meet those needs.
• Service Delivery Management: Oversee the delivery of professional services, ensuring that all projects are completed on time as scheduled, within scope, and within budget. Monitor the quality of service provided, ensuring high standards are met. Manage multiple projects, balancing customer needs and internal resources.
• Team Leadership: Lead and mentor the field service Site Engineer team providing guidance, support, and performance management. Conduct performance reviews, set goals, and provide professional development opportunities for team members. Foster a positive work culture focused on collaboration and high performance.
• Resource and Budget Management: Manage service delivery resources (Site Engineer team, equipment, logistics etc.) to optimize utilization and efficiency.
• Process Improvement: Continuously assess and improve service delivery processes to enhance customer satisfaction, team performance, and efficiency. Implement best practices, standards, and methodologies. Identify opportunities to standardize and streamline operations.
• Sales and Pre-Sales Support: Support the Head of Operations by participating in back-to-base pre-sales activities such as project scoping, presentations, and preparing quotes and proposals. Assist in developing service offerings and identifying new opportunities for expanding customer engagements.
• Order Management: Take customer orders, ensure all details are accurate, and coordinate with other departments for timely order processing and delivery. Update CRM. Follow up after sales to ensure the customer is satisfied with their purchase, address any concerns, and resolve issues promptly. Keep customer accounts updated with any new purchases, special pricing, or promotions that could be applicable.
• Reporting and Ratios: Develop and present weekly, monthly, quarterly and annual reports on service delivery metrics, including but not limited to pipeline, backlog, complete, lost/closed, project status, invoicing, time sheets, and customer satisfaction. Use data to identify trends, improvement opportunities, and risk areas.

General Requirements:

• Occasional travel will be required and therefore a driving license is essential and flexibility to stay away from home.
• Flexibility to work additional and varied hours when required.
• Ensuring all service delivery complies with ISO standards, industry regulations, company policies, and safety standards. This includes keeping the team informed on compliance requirements, monitoring activities for adherence, and addressing any issues promptly to maintain high-quality, compliant service delivery.

Job Qualifications, Skills and Experience:

• Qualifications: Previous experience in customer-facing professional service management/leadership role in a similar technical sector.
• Skills: Excellent communication, interpersonal, and presentation skills. Strong project management and organizational skills. Ability to manage multiple priorities and adapt to changing circumstances. Strong analytical and problem-solving skills. Competent user of Microsoft Office software, familiar with CRM and project management software and tools.
• Experience: Experience in a professional services environment, with at least 2-3 years of line management/supervisory experience. Strong experience in managing customer relationships and delivering multifaceted services. Proven track record of leading and motivating teams to achieve high performance. Having a basic understanding of P&L and revenue recognition is beneficial.

Personal Characteristics:

• Leadership: Confidence, integrity, and the ability to inspire and guide the team.
• Teamwork: Capable of working both hands-on and hands-off to develop the team at all necessary levels.
• Emotional Intelligence: Self-awareness, empathy, and strong social skills for understanding and connecting with others.
• Communication: Clear expression and active listening to ensure effective teamwork and customer interactions.
• Problem-solving: Resourcefulness and calmness under pressure to resolve challenges effectively.
• Adaptability: Flexibility and openness to change, adjusting quickly to new circumstances.
• Motivation: Drive, resilience, and a commitment to achieving team and organizational goals.
• Patience: Ability to manage frustration and mentor the team with calm encouragement.
• Confidence Without Arrogance: Self-assuredness while remaining open to feedback and continuous improvement.
• Accountability: Taking responsibility for outcomes, both positive and negative, and learning from mistakes.
• Optimism: Maintaining a positive, solution-oriented mindset, especially during challenges.

Business Unit: Contronics

Scheduled Weekly Hours: 37.5

Number of Openings Available: 1

Worker Type: Regular