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Service Manager UK

TOMRA Sorting are seeking an experienced person, who can develop within the company, as well as develop the position.  The UK operation currently has 17 employees, with an annual turnover > €15M. The successful candidate will be responsible for the UK Service Team and the Key Account customers to make sure that all Service related topics are well under control and to act proactively towards these customers to update them on ongoing actions and to propose service activities; you will build up and roll out Service plans in coordination with the Sales, Service and Technical teams, to increase customer satisfaction and secure future business with these Key Account customers.


Position Overview:

Main tasks are:

  • Leading the local service team, the operation, and the communication to the relevant headquarter.
  • To ensure planning is assigned diligently for all service activities in assigned area 
  • Managing administration of correct, and timely invoicing of all Service related jobs 
  • Overseeing monthly IFS ledger check to ensure, that all outstanding invoices have been raised
  • Setting of strategic direction for business streams locally in alignment with global goals and profitability.
  • Continuous improvement of service in all activities regarding customer support, parts availability and administration
  • Strengthen relationships with our customers, ensuring TOMRA Service stay current to needs, and business development.
  • To support and to grow the service business to enhance the reputation of TOMRA Sorting Limited at every opportunity when interacting with others
  • Close support and working relationship with other departments within TOMRA such as Sales, and Agents to provide a holistic service that supports the core principles of TOMRA care
  • Provide front facing technical support and advice for both customers as well as office admin.
  • Provide final customer resolution to technical concerns. 
  • Create an environment, where the department and its employees can develop and excel, and ensure that all employees are committed to the principles and ethics of TOMRA Sorting.
  • Establish and maintain a training program within the UK and/or with the relevant training manager in the headquarters
  • Maintain daily timekeeping and labour productivity records to monitor the effective use of technician and productive labour to be in line with legislation.
  • Ensure employee expenses are approved, and meet UK guidelines
  • Ensure that Health & Safety is managed, controlled so that the company, and employees are fully up to date, trained and compliant with legislation.
  • Keep the “safe Contractor” accreditation.
  • Ensure workshop, tools, equipment and other department assets are controlled and used effectively to complete customer repairs within time expectations.
  • Support the European Service Managers in ensuring revenues are reported, objectives are met, and service philosophy frameworks are followed, and reported (such as KPI reporting monthly)


Project Management Support

  • Support CPM team, managing of Projects for equipment according to applicable procedures (Input from CPM, sales, review of contract details, internal project coordination,
  • Interface clearance internally and externally, achievement of customer acceptance, receivables follow up) 
  • Technical consulting work for customers 
  • Role and Responsibilities: Responsible for all service employee related issues based on local regulations, such as planning, personal tooling and equipment.
  • Responsible for meeting all employee and product H&S compliance.
  • Responsible for service sales/contracts/upgrades
  • Responsible to ensure local project management operates in very close cooperation with CPM, coordination of installations, commissioning’s, breakdowns, spares and service level agreements
  • Responsible for customer satisfaction, provided service level and response time
  • Responsible for local recycling service revenue, reporting and business growth 
  • Responsible to support the sales process 
  • In cooperation with superiors: Recruitment, compensation and other HR matters.
  • Responsible for the local office service day to day activities
  • Provide ideas about improvement possibilities (quality/efficiency/profitability)
  • Act positively and customer oriented
  • Other possible responsibilities depending on candidates’ experience.


Candidate profile:

  • Proven Business experience in service management function including financial and personnel management
  • Self-motivated, having the proven capacity to fully complete tasks
  • Excellent administration, coordination and follow-up skills
  • Excellent communication skills
  • Strong technical background with the ability to understand electrical/electronic/mechanical equipment.
  • Strong skills to lead, motivate, support and develop individuals
  • Willingness for travelling domestically and abroad



  • High technical qualifications with a minimum of 5 years of experience in similar management capacity.
  • Preferred Degree or similar in a technical field
  • Management training / project management training.


Other skills/abilities:

  • Office & Field based position with a 70/30 split 
  • Ability to relate to customers and their views and issues 
  • Socially outgoing, ability to handle stress
  • Experience and interaction with third party plant builder / EPCs
  • Full driving license essential 
  • Must be a team player
  • IT knowledge (MS Office)
  • Having an interest in technology/science/physics.

July 1st, 2018 wished starting date
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