Job Description:

Technical Service Manager
Location: Norwich, NR9
Salary: Up to £75k
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 reports covering quality, warranty performance and repeat faults, using the findings to drive continuous improvement.

Working Relationships

The role will work closely with the Field Service Manager and Regional Technical Leads, including weekly technical performance and escalation meetings, quarterly training matrix reviews, and ongoing manufacturer engagement.

About You

We are looking for a technically strong and experienced engineering professional who can combine hands-on technical expertise with leadership, structure, and accountability.

You will be comfortable dealing with complex faults and technical escalations, working with manufacturers, setting technical standards, and developing the capability of engineers through effective training and accreditation.

Most importantly, you will have the authority and credibility to influence technical standards across the organisation and ensure that safety, quality, and workmanship remain consistently high.

Why Join?

A client with a fantastic company culture who really do value each and every employee. A family run business with an exceptional growth strategy, led by a passionate, driven, super talented leadership team in which you will play a pivotal role. This is an excellent opportunity for an experienced technical professional to take ownership of technical standards and engineering quality across a multi-region operation, with the opportunity to make a significant impact on technical performance, training, and continuous improvement.