Service Manager in Hamburg

We’re partnering with a global medical device organisation to appoint a Service Manager to lead its established service operation in Germany.

This is a leadership and operational role, not a hands-on engineering position. You’ll take responsibility for an experienced team of Field Service Engineers and Service Administration, ensuring the function operates efficiently while creating structure, accountability and a strong team culture.

It’s an opportunity for someone who enjoys leading from the front, developing people and improving processes, while building strong relationships with an established team.

The role

You’ll oversee the day-to-day service operation, including:

• Leading and developing the Field Service Engineering and Service Administration teams
• Managing engineer utilisation, workload and fair allocation of service activity
• Providing visible, hands-on leadership and building strong rapport across the team
• Creating a positive, collaborative culture with clear expectations and accountability
• Acting as the key point of escalation for customer and operational issues
• Having constructive and sometimes difficult conversations when required
• Overseeing service administration, including estimates, workflow and invoicing
• Identifying opportunities to improve processes, efficiency and the overall customer experience
• Working closely with senior leadership and escalating key operational issues where appropriate
• Spending time with both administrators and engineers to understand the end-to-end service process
• Getting to know the team individually, understanding what motivates them and helping them perform at their best

What we’re looking for

We’re looking for a strong, credible and approachable people leader who can build trust while providing clear direction.

You’ll ideally bring:

• Previous leadership experience within field service, technical service or service operations
• Experience within medical devices, capital equipment, electronics, manufacturing or another technical/service-led industry
• Experience managing Field Service Engineers and/or technical teams
• Strong understanding of service operations, including utilisation, scheduling, customer escalation and administration
• A lead-from-the-front leadership style, with the ability to build rapport and maintain a positive team culture
• Confidence setting expectations, providing feedback and navigating difficult conversations when needed
• The initiative and drive to identify improvements rather than simply accepting existing ways of working
• Strong customer focus and the ability to manage escalations professionally
• Fluent German and English

This role requires someone who will be visible and present with the Hamburg-based team, particularly while getting to know the people and understanding how the operation currently works.

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