[Hiring] Service Manager Paper & Metals @ABB

Role Description

Opportunity to lead the Service Operations Function within AUPI, focusing on Service Excellence across our Paper & Metals Customers across the UK.

In this role, you’ll help run what runs the world, by taking on meaningful work that drives real impact.

• Work model: remote from Mainland UK
• Lead, manage, and inspire a team of engineering service professionals to deliver efficient, high quality service.
• Develop and implement service strategies that drive business growth and improve customer satisfaction.
• Monitor, analyse, and improve service performance metrics, taking proactive corrective action where required.
• Maximise utilisation and operational effectiveness of the field engineering team.
• Oversee recruitment, onboarding, training, supervision, and ongoing development of team members.
• Conduct performance reviews, coaching, and provide regular feedback to support team growth.
• Foster a collaborative, accountable, customer focused, and inclusive team culture.
• Ensure delivery of all contractual commitments on time and within agreed scope.
• Build and maintain strong relationships with end customers to ensure exceptional service outcomes.
• Manage and resolve customer issues using formal complaint management tools.
• Collaborate effectively with internal stakeholders including Service Account Managers, Coordination & Spares Team, Technical Support (Level 1–4), Field Service Engineers, QHSE, Project Managers, and European Operations teams.
• Identify opportunities to expand service offerings and support proposal development alongside Account Managers and Sales Support.
• Maintain accurate and up to date service documentation, procedures, manuals, and reports.
• Ensure compliance with Health & Safety, QHSE, and quality standards.
• Stay current with new technologies, service offerings, and industry developments.
• Demonstrate ethical leadership aligned with the company’s Code of Conduct.
• Travel to customer sites across the UK, with occasional international travel as required.

Qualifications

• Proven experience managing small to medium sized engineering teams.
• Strong engineering background with the ability to guide and support technical decision making.
• Commercial awareness, including experience identifying and developing new business opportunities.
• Preferably good understanding of QCS, DCS, and Drives systems.
• Solid understanding of the Paper and Metals industries.
• Excellent people management and networking skills with the ability to build strong relationships at all levels.
• Self motivated, flexible, and innovative with a hands on, proactive leadership style.
• Strong verbal and written communication skills.
• Strong IT skills.
• Knowledge of the company’s products, services, and operations advantageous.

Benefits

• Competitive salary
• 25 days annual leave plus bank holidays
• Competitive contributory pension scheme
• Life assurance
• Flexible benefits scheme (Includes options to buy/sell holidays, health checks, dental, eye care, gym memberships, cycle to work, gadget discounts and more)
• Internal mobility opportunities, mentorships & access to projects globally
• Employee Assistance Programme
• Generous employee referral scheme
• Company car or cash for car allowance
• Working from home / Flexible working
• Private medical cover
• Generous bonus scheme