Technical Services Manager

Technical Service Manager

Location: Norwich

Salary: £50,000

Job Type: Permanent

Sector : Coffee

The Opportunity

We are looking for an experienced Technical Service Manager to take ownership of technical standards, engineering quality and technical escalation across all regions.

This is a key technical leadership position, responsible for protecting the technical integrity, safety and workmanship standards of the engineering function, while ensuring engineers have the procedures, training and support required to deliver consistently high standards.

Key Responsibilities

Technical Standards & Procedures

Define and maintain service procedures and technical standards.

Establish and maintain installation standards.

Ensure compliance with manufacturer requirements.

Produce and manage technical bulletins.

Develop and maintain safety protocols.

Conduct regular reviews of technical standards and SOPs.

Technical Escalation

Act as the senior point of escalation for complex technical faults.

Investigate persistent and repeat technical issues.

Liaise directly with manufacturers where required.

Assess and approve non-standard technical solutions.

Work closely with Field Service Managers and Regional Technical Leads to resolve technical issues effectively.

Training & Accreditation

Design and maintain the technical training framework.

Develop competency sign-off processes.

Provide technical support to Regional Technical Leads.

Oversee senior technician accreditation.

Monitor training completion and technical competency across the engineering function.

Performance & Continuous Improvement

You will be responsible for monitoring key technical performance indicators, including:

Technical audit pass rates.

Warranty rejection rates.

Reduction in repeat technical faults.

Training completion.

Safety compliance.

You will also produce regular technical audit r...