What you'll do • Own the service desk — leading a responsive team that handles client requests, breakdowns, and maintenance queries quickly and professionally. • Lead, coach, and schedule a team of field service engineers, keeping them motivated and on track to hit SLAs. • Dig into the numbers — track response times, first-time fix rates, and downtime, then turn insights into real improvements. • Build smart preventive and corrective maintenance schedules that keep machines running and clients happy. • Keep spare parts flowing efficiently, balancing fast repairs with lean stockholding. • Be the go-to person for escalated client issues, resolving them with confidence and care. • Create and refine the processes that help your team deliver consistently excellent service. • Partner closely with sales and operations to keep service strategy aligned with where the business is heading. • Report on performance, productivity, and client feedback — and use it to keep raising the bar. • Champion health and safety standards across the team, every day. What you'll bring • Proven experience in a service management or field operations role — vending, catering equipment, or similar industries preferred. • Solid technical understanding of vending machines, refrigeration units, or electromechanical systems. • A track record of managing technical teams and coordinating service across multiple sites. • Confident with service management software and the MS Office Suite. • Strong leadership, organisation, and communication skills — you can rally a team and win over a room. • Confident presenting to senior management and clients alike. • A calm head under pressure and the ability to juggle competing priorities. • A full, valid driving licence — you'll be visiting client sites from time to time