Service Leader

Location: North Yorkshire, England, United Kingdom

We Elevate... Quality of urban life. Our elevators, escalators, and moving walks safely transport more than two billion of us up and down buildings and across transportation hubs every day. As part of the Schindler team, you’ll discover meaningful work that enhances quality of life for communities, and contribute to making places more accessible, inclusive, and sustainable for all. We combine innovation, safety, and high ethical standards, ensuring respect both among colleagues and for the world around us. By joining us, you don’t just become part of our success story; you help shape the future and continue our rich legacy that started back in 1874.

We are currently recruiting for a Service Leader to be based in Yorkshire and cover up to Lancashire. They will be the primary point of contact for customers within the business unit and is responsible for an area of Field Operations within a Region. The Service Leader is responsible for managing all resources within their prescribed area in line with the Company rules, to meet the business targets for the Branch and ensure customer satisfaction.

Your main responsibilities:

• Optimise the Region’s staffing of service Engineers and Technicians, by planning the personnel needs, including route organisation, workloads and training.
• Match skills with route requirements and assign/delegate appropriate workloads, develop and sustain team spirit.
• Manage maintenance portfolio from the service contract acceptance to the collection of bad debts including follow-up actions.
• Deliver repair sales targets as determined by the Regional Director.
• Execute leadership to Engineers and Technicians in matters of customer and employee satisfaction, adding value to the business, quality of work and operational efficiency.
• Manage and follow-up actions of customer claims and complaints.
• Conduct periodic quality and safety audits and inspections to ensure service levels and customer satisfaction.
• Accountable for the identification and resolution of sick or rogue units, supervise and follow-up of work performed, including developing plans for sick units in cooperation with the Regional Technical Specialist.
• Manage chargeable repairs from offer/sale to completion including the collection of bad debt alongside the credit control team.
• Manage non-chargeable repairs to control costs as best as possible.
• Support sales lead activities in the recovery of lost units.
• Supporting employee on-the-job training and skills development.
• Conduct at least monthly ‘drum beat’ meetings as a group or one-to-one as required with first line reports.

What you bring:

• Degree or equivalent in a relevant technical or business field.
• 5–7 years experience managing a service business unit in a related industry.
• Experience managing customer relationships.
• Management or leadership experience.
• Experience with profit and loss (P&L) responsibility.
• Knowledge of the lift industry or facilities management is preferred.
• Technical and commercial understanding of the lift industry is a plus.
• SAP experience is an advantage.
• Excellent communication and relationship-building skills.
• Strong decision-making and problem-solving abilities.
• Attention to detail and strong written and verbal communication.
• Able to work under pressure and meet deadlines.
• Willingness to travel as needed.

What’s in it for you?

• Competitive salary with a discretionary annual bonus.
• Company car or allowance (for eligible roles).
• 25 days’ holiday plus bank holidays, and an annual paid volunteering day.
• Pension scheme with 6% company contribution.
• Enhanced family leave.
• Private medical cover with a trusted provider, plus 24/7 virtual GP access.
• Employee Assistance Programme offering confidential support.
• Free eye tests and eyewear discounts.
• Access to a range of employee benefits, including Tech and Cycle to Work schemes, plus exclusive retailer discounts.

At Schindler Group we value inclusion and diversity, and practise equity to create equal opportunities for all. We endeavour that all qualified applicants will receive consideration for employment without regard to age, race, ethnic background, colour, religious affiliation, union affiliation, gender, gender identity, sexual orientation, marital status, national origin, nationality, genetics and health or disability.