Job Title: Service Operations Manager
Reports to: Group Head of Engineering
Company: The Brennan & Co Group
The Brennan & Co Group, founded in Dublin in 1967, incorporates four companies – Brennan & Co, Brennan & Co NI, Brennan & Co SVS and Irish Power and Process Ltd. The Group is a market leader in the supply and servicing of equipment, reagents and consumables along with supply chain management to the Life Sciences, Healthcare, Industrial and Pharmacy sectors in Ireland, Europe and Asia.
At our heart we have always had a focus on our people. Our suppliers, our customers and our employees. We value innovation, exceptional customer service and quality in all we do.
We are a dedicated team of professionals who love what we do and the people we work with. Join us on our journey to grow our business while maintaining our core values of accountability, honesty, respect and communications.
WHY THIS ROLE EXISTS
The Service Operations Manager is an essential new role within the service department of our organization, created to meet the challenges of a growing and evolving department. With a strong emphasis on shaping the department's strategic direction and aligning service processes with organizational growth objectives, this role will drive operational excellence across all facets of the service department.
Reporting to the Group Head of Engineering, the Service Operations Manager will lead the Service Coordination Team and oversee their transition to the new reporting structure, supported by the Group Head of Engineering. This position will collaborate closely with divisional Team Leads, the Service Training, Safety & Compliance Manager, as well as Sales, Operations, and Warehouse/Logistics teams. Additionally, the role will leverage Salesforce Field Service Lightning and other tools to optimize workflows, scale operations, and ensure continuous improvement.
With a focus on logistics, resourcing, process optimization, and performance monitoring, the Service Operations Manager is integral to ensuring the department delivers exceptional service quality while building robust frameworks to support future growth.
TASKS AND RESPONSIBILITIES
Strategic Leadership
* Shape the strategic direction of the service department by working with the Group Head of Engineering to develop and implement operational strategies aligned with organizational growth objectives.
* Set priorities, foster a culture of ownership and accountability, display the company values and model behaviours for the department and wider organization.
* Attend and contribute to monthly Service Division leadership meetings.
Collaboration Across Teams
* Work with divisional Team Leads to ensure cohesive service delivery.
* Ensure seamless internal customer communication.
* Partner with Service Training, Safety & Compliance Manager on shared initiatives, including compliance audits and safety improvement projects.
* Collaborate regularly with Sales, Operations, and Warehouse/Logistics to support seamless service operations.
Operational Management
* Develop an understanding of the equipment, software, and customer needs.
* Implement a 24-hour support model and review service offerings.
* Oversee logistics, resource requirements, and engineer utilization.
* Lead and support Service Coordination Team through reporting transition.
* Conduct performance reviews and business reviews.
* Provide KPI reports and project updates to Group Head of Engineering.
Process Optimization and Scalability
* Optimize workflows using tools such as Salesforce Field Service Lightning, improving efficiency and scalability across service operations.
* Develop new, and improve existing, standard operating procedures which impact service operations.
* Implement scalable solutions to meet growing service demands.
Performance Monitoring and Improvement
* Track and analyse KPIs: overdue PMs, engineer utilization, mean time to repair, First Time Fix Rate.
* Execute initiatives to improve performance and achieve targets.
* Identify opportunities for growth, efficiency, and innovation.
Technology Integration
* Utilize Salesforce Field Service Lightning and other ERP tools to enhance efficiency and track metrics.
* Drive adoption of innovative tools and technologies.
Continuous Improvement
* Identify and implement strategies for long-term growth and scalability.
* Build frameworks for consistent improvement in service delivery.
* Improve internal efficiency, customer experience, scheduling, and quality.
Customer Satisfaction
* Handle escalated issues and ensure timely resolution.
* Monitor feedback and enhance customer experience.
* Maintain strong relationships with key customers and stakeholders.
Inventory Control
* Monitor spare parts stock and forecast demand.
* Streamline procurement and distribution with Warehouse/Logistics.
* Implement van stock management to meet service demands.
Test Equipment Management
* Oversee field test equipment inventory and maintenance schedules.
* Evaluate upgrade needs, approve procurement plans.
* Track usage, calibration, and maintenance using Salesforce FSL.
* Manage equipment allocation across service divisions.
Commercial
* Monitor quotation conversion rates.
* Ensure efficient, timely billing.
* Contribute to tender submissions to help win business.
* Monitor SLA performance and customer service improvement programs.
SKILLS AND EXPERIENCE REQUIRED
* A proactive, results-oriented mindset with a commitment to achieving excellence
* Proven experience as a Field Service Manager or similar leadership role within service operations.
* Strong decision-making and problem-solving skills to address operational challenges effectively.
* Proficiency in logistics, resource allocation, and process optimization within a technical service environment
* Familiarity with medical, manufacturing process instrumentation, or scientific analytical equipment.
* Familiarity with industry standards, including ISO 9001 & ISO17025 is an advantage.
* Demonstrated success in managing service teams and implementing change management strategies.
* Solid technical knowledge of medical, manufacturing, and scientific analytical equipment is preferred.
* Competence in using ERP systems and other digital tools to track operations, streamline workflows, and monitor performance metrics.
* Excellent collaboration and communication skills, with the ability to work across departments and engage with diverse stakeholders.
* Certifications in operations management or related disciplines are advantageous.
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