Service Delivery Manager - Road Equipment in Birmingham

SMT is a leading full-service distribution company specializing in machinery and trucks. Our focus is on providing equipment for the construction, material handling, recycling, and transport industry. Launched in 2010, we have already obtained a significant heritage that dates back to 1946. Our mix of agility and international experience gives us the advantage of a synergetic environment. We are active in large parts of Africa, Belgium & Luxembourg, Great Britain, the Netherlands, and in the US.

Location: Birmingham, Cambridge, Stirling, Immingham, Horsham

Contract: Full-time, permanent

We are looking for a Service Delivery Manager - Road Equipment to join our team. This is a fantastic opportunity to play a key role in managing the day-to-day operation of the Road Equipment Service Department, to effectively supervise and use initiative to overcome problems and to ensure full utilisation of Field Service Engineers for the generation of service income and/or reduction of direct costs. This role will be responsible for the Health & Safety of the service team and working closely with the sales team, as well as co-ordinating materials, labour and any other necessary resource required for the completion of service jobs.

What you’ll be doing:

• To manage the service co‑ordinator on a day‑to‑day basis.
• To manage the growth and development of the after‑market business.
• As part of the Road Equipment team, contribute to achieving national goals (shared responsibility).
• Work in accordance with SMT GB standards of health, safety, quality and environmental care.
• Ensure compliance with all processes and dealer operating standards.
• Maintain customer relationships and understand requirements by establishing close liaisons with Road machinery customers.
• Ensure appropriate and timely problem resolution, both internally and externally.
• Work closely with the Road Equipment sales team and assist in the demonstration, commissioning and inspection of all products within the Road Machinery portfolio.
• Ensure that machine service schedules are adhered to.
• Work closely with the Warrington SDM to ensure depot processes are met, including monthly IMS meetings.
• Advise the Road Equipment of any performance issue that requires escalation and further support, such as absence, grievance, disciplinary matters.
• Ensure that service vehicles are operated according to Company procedure, and are kept clean, tidy and serviceable at all times.
• Any other duties that may be reasonably requested by your manager.

What you’ll need:

• The ability to organise the day‑to‑day organisation/scheduling of breakdowns, engineers and parts requirements.
• Demonstrate good communication skills (listening, verbal and written) with the ability to adapt to develop professional relationships at all levels.
• Self‑motivated and proactive with a strong sense of ownership and follow up.
• The skills and ability to work independently when required covering holiday / sickness.
• Ability to act decisively to facilitate decision making.
• A strong customer focus; someone who is solution‑focused and able to deliver on commitments internally and externally.
• The ability to build trust and act with complete integrity.
• Ability to act upon customers disputes and complaints.
• Representing SMT GB’s Values and Vision (caring, sharing, daring).
• The carrying out of van stock checks and tooling to ensure the correct level of support for our engineers.
• Understanding of our customer’s needs.
• Team player and ability to work on own initiative.
• Understanding SMT Systems (i.e. PROSIS, IDMS).

Additional important requirements:

• Prepared to travel as and when required.
• Must hold a full driving licence.
• Work closely with other SMT depots & head office support functions offering support & advice on Road Equipment products as and when required.

What’s in it for you?

Alongside a competitive salary we offer you a host of fantastic benefits!

Taking Care of You

• Health Cash Plan – Claim money back on prescriptions (including HRT), glasses, dentist appointments, physio and more. We cover your basic plan, with the option to upgrade.
• Free Physio Access – Speak to a physio by phone or video.
• 24/7 GP Service – Private GP access anytime.

Life Outside of Work

• Enhanced Sick Pay – Extra support when you’re unwell, meaning you can rest a little easier while you recover.
• Family Leave – Enhanced maternity, paternity and adoption leave.
• IVF Support – Paid time off for treatment and appointments.
• Retirement Support – Enjoy bonuses and phasedown days when its time to retire.

Financial Extras

• Pension – We match your contributions up to 5%.
• Car Leasing – Salary sacrifice schemes through Tusker or Octopus.
• Cycle to Work – Save on a new bike and accessories.
• Discounts Platform – Save on groceries, holidays, shopping and more.

Feeling Part of the Team

You’ll also have access to a range of team‑focused benefits, including a refer‑a‑friend bonus, long service awards starting at three years, a paid volunteering day each year, Christmas shutdown as part of your holiday allowance, and plenty of opportunities to get involved through our Employee Council, Social Committee, and Caring, Daring, Sharing awards.