Service Manager

Location: Wrotham

Responsible to: Scott Sylvester

Role Overview

Lead and optimise branch-level service operations within the agricultural engineering environment. Ensure exceptional customer service, high technician productivity, departmental profitability, and full compliance with warranty, safety, quality, and manufacturer standards for agricultural machinery.

Service Operations Management

• Manage the full service cycle including scheduling, workflow, field dispatch and timely service delivery.
• Drive efficiency through WIP control, backlog management, accurate scheduling, rapid breakdown response and seasonal support.
• Allocate repair jobs based on technician skills across engines, transmissions, hydraulics and precision agriculture technologies.
• Perform quality checks ensuring equipment is fully operational and tested under real farming conditions.

Customer Engagement

• Develop strong relationships with farmers, contractors and agribusiness clients.
• Handle billing enquiries, debt follow-up, customer satisfaction concerns and warranty escalations.
• Promote after‑sales programmes including extended warranties, maintenance plans and on‑farm technical support.

Team Leadership & Talent Development

• Hire, coach and develop technicians, advisors and parts staff to maintain high performance.
• Support partnerships with agricultural colleges and apprenticeship schemes.
• Oversee certification, skill development and clear progression pathways.

Financial & KPI Oversight

• Prepare and manage budgets, forecasts and key departmental financials.
• Monitor KPIs including labour utilisation, billable hours, parts margins and profitability.
• Analyse performance trends to identify improvement opportunities.

Warranty, Compliance & Safety

• Ensure accurate warranty claim processing in line with manufacturer guidelines.
• Maintain compliance with safety and environmental regulations.
• Conduct risk assessments and promote safe working practices for agricultural machinery.

Out‑of‑Hours & Seasonal Coverage

• Manage on‑call rosters for weekends, holidays and peak farming seasons.
• Adjust staffing and branch hours to support harvest and off‑season workloads.

Branch Representation & Collaboration

• Represent the dealership at local agricultural events and customer engagements.
• Collaborate with Sales, Central teams and other branches to support group objectives.

Required Qualifications & Skills

• 5+ years in agricultural machinery or related heavy equipment service management.
• Strong knowledge of tractors, combines, implements and precision farming equipment.
• Degree or diploma in business or engineering preferred.
• Skilled leader with strong communication and team‑development abilities.
• Financial understanding of KPIs, profitability and planning.
• Technical competence in diagnostics, repairs and warranty processes.
• Strong awareness of health, safety and environmental responsibilities.
• Ability to operate under pressure during seasonal agricultural peaks.

Performance Metrics

• Technician productivity (billable hours)
• Customer satisfaction and retention scores
• WIP ageing and backlog management
• Warranty approval rates and safety compliance
• Department labour sales, parts margins and profitability

Why This Role Matters

The After Sales Manager is a key link between field operations, customer success and wider business goals. This role ensures operational efficiency, supports critical farming seasons, builds customer loyalty and drives the long‑term success of the branch through high service standards, safety culture and technical leadership.

Remuneration & Hours

Salary: Competitive, based on experience.

Hours: 42.5 hours per week (8:00 AM – 5:00 PM) with seasonal flexibility.

Role includes on‑call participation during peak agricultural periods.

About The Haynes Group

The Haynes Group is an equal opportunities employer and a long-established, family‑run business employing over 340 staff across the organisation. We encourage development, progression and a positive working culture.

Due to high application volumes, only shortlisted applicants will be contacted.

How to Apply

Interested candidates are invited to submit their CV and a covering letter via the form on this page.

Only applicants who are shortlisted for interview will be contacted. Thank you for your interest in our Company.

We do not accept speculative CVs from recruitment agencies. Haynes Bros. Ltd will not be liable for agency fees should we engage with a candidate whose information has been sent speculatively by a third party.

Haynes Bros. Ltd is committed to diversity and equal opportunities. We welcome applications from all individuals regardless of gender, ethnic origin, disability, religion, age or identity.