Service Manager in London

Join an ambitious, growing leader in automated storage solutions at Randex! We are expanding our portfolio and need a hands-on leader to elevate our service function to the next level. The Service Department works closely together to provide high quality support to our customers. It is important that any new member fits well into the team to ensure we continue to provide the best service possible.

Randex Limited is a leading UK provider of automated storage and retrieval solutions, specialising in high-density vertical storage systems that maximise space, improve efficiency, and enhance inventory control for industrial, manufacturing, logistics, and office environments.

The Service Manager at Randex is responsible for the effective day-to-day management of the service function, supporting Randex's portfolio of automated and traditional storage solutions, including vertical lift modules, carousels, and associated systems. The role ensures service jobs are planned, resourced, delivered, and closed efficiently. This includes overseeing the service engineering team, managing parts and materials, and tracking service jobs from initial request through to completion. The Service Manager plays a key role in maintaining customer satisfaction, system uptime, and operational performance across Randex's UK customer base.

• Lead, manage, and support Randex service engineers and service coordination staff, including annual appraisals with the Service Team.
• Allocate workload effectively, ensuring appropriate coverage for planned maintenance, reactive breakdowns, and call-outs.
• Conduct regular team meetings and performance reviews, providing coaching and development aligned with Randex standards.
• Ensure engineers work in compliance with company procedures, health & safety legislation, and customer site requirements.
• Plan and dispatch Randex service engineers, ensuring the correct technical skills are assigned to each job.
• Schedule reactive call-outs, preventative maintenance visits, breakdown repairs, and follow-on works for automated storage equipment.
• Track service jobs from start to finish using service management systems, monitoring progress, timescales, and costs.
• Proactively manage scheduling conflicts and respond to changing customer priorities.
• Oversee parts ordering, availability, and usage for Randex service activities.
• Liaise with suppliers and manufacturers to ensure timely delivery of parts and minimise machine downtime.
• Monitor stock levels in conjunction with stores/stock control to support efficient service delivery.
• Ensure all parts used are accurately recorded and correctly charged to the relevant service jobs.
• Act as a key point of contact for Randex customers regarding service delivery, progress updates, and technical issues.
• Manage service escalations and complaints, ensuring prompt resolution and clear, professional communication.
• Work closely with internal teams including sales, installations/projects, and finance to ensure a joined-up customer experience.
• Monitor KPIs including response times, job completion rates, first-time fix, contract performance, and service profitability.
• Produce regular service performance reports for senior management.
• Identify and implement improvements to service processes, engineer utilisation, and customer satisfaction.
• Support the introduction of new systems, processes, and continuous improvement initiatives within the Randex service function.
• Take responsibility for the service department budget.
• Assist in pricing service department products, service contracts, SLAs, call-outs, and related offerings.
• Demonstrate flexibility and adaptability in incorporating new technologies and products into our service deliverables as Randex continues to expand its portfolio.

• Proven experience in a service management, service coordination, or operations management role.
• Strong experience dispatching resources and managing field-based engineering teams.
• Ability to manage multiple service jobs simultaneously in a fast-paced environment.
• Good understanding of parts, materials, and stock control within an engineering, automation, or machinery-based service environment.
• Excellent organisational, communication, and problem-solving skills.
• Confident user of service management systems, scheduling tools, and Microsoft Office.
• Technical background within engineering, mechanical, electrical, or automation environments.
• Experience managing service contracts, job costing, budgets, and service KPIs.
• Knowledge of health & safety and compliance requirements in a field service environment.
• Ability to adapt quickly to new technologies and integrate them into service processes.

• Proactive and solutions-focused.
• Strong leadership and decision-making capability.
• Customer-focused with a calm and professional approach.
• Highly organised with strong attention to detail.
• Flexible and enthusiastic about supporting company growth and embracing new challenges.

• Salary: Competitive salary depending on experience.
• Benefits: Company vehicle, pension scheme, and performance-related bonus structure.
• Location: Office-based at our Central Scotland facility, with travel as required across the UK to manage the team and support operations.

Randex is an equal opportunities employer committed to diversity and inclusion. We welcome applications from all qualified candidates regardless of protected characteristics. Selection is based solely on merit and suitability for the role.

If you are an experienced service manager ready to lead a growing team and help drive Randex to the next level, we would love to hear from you. Please send your CV and a brief cover letter outlining your relevant experience in service team leadership, budget management, and handling field-based engineering teams to: humanresources@randex.com. Please include "Service Manager Application" in the subject line. Applications will be reviewed on a rolling basis, so early submission is encouraged. Only shortlisted candidates will be contacted.