Smiths Detection Group

Discussion

Service Operations Manager

Key Activities:

  • The Service Center Manager will be responsible for providing strong managerial, operational and technical leadership to the dry gas service team, ensuring efficient, safe, and high-quality execution of all refurbishments, assembly, and testing activities. This role oversees daily operations within the service center, ensuring adherence to OEM specifications, internal procedures, and all applicable quality, safety, and environmental standards.
  • Key responsibilities include coordinating workload, scheduling tasks, and allocating resources to meet service commitments and customer deadlines while maintaining seamless production flow. The role involves reviewing inspection findings, test results, and service documentation to ensure accuracy, technical compliance, and continuous improvement. The role collaborates closely with engineering, quality, maintenance, warehouse, logistics, customer service and sales functions to plan, resolve technical issues, prevent interruptions, and support operational objectives.
  • The position drives ongoing improvements in processes, tools, and team capabilities through initiatives such as Kaizen, 5S, and corrective/preventive actions. It ensures the consistent application of industrial safety standards, management system requirements (IMS, ISO), and housekeeping practices aligned with 5S.
  • Additional responsibilities include conducting daily and weekly operational review meetings, validating operational reports with the Senior Manager Global DGS Service Ops, verifying resource availability to fulfill the S&OP plan, and maintaining clear service records, test reports, and operational metrics. The position also plays an active role in recruiting, evaluating, mentoring, and developing team members, fostering a work environment based on respect, discipline, compliance, and teamwork while delivering service excellence.
  • Manage customer visits to the service center, including coordinating inspection and witness test activities to ensure a professional and transparent experience.

Key Responsibilities & Accountabilities:

  • Overseeing the efficient, high-quality refurbishment and testing of dry gas seals while ensuring compliance with OEM, safety, and quality standards
  • Develop the service team, manage customer inspection and test-witness visits, and coordinate resources to meet operational and delivery commitments
  • Operational Leadership
  • Team Supervision & Development:
  • Quality & Safety Compliance
  • Customer Engagement
  • Operational Planning & Scheduling
  • Managing consolidated order book
  • Technical Accuracy & Documentation
  • Conducting daily and weekly operational review meetings
  • Maintaining operational reports at given frequencies
  • Cross-functional collaboration both locally and across the wider global service operations and customer operations organization
  • Continuous Improvement
  • Resource Management
  • Operational Reporting
  • Workplace Standards

Skills and Experience:

  • Diploma or University degree in Engineering or relevant vocational technical qualification.
  • 10+ years of professional experience in proactive multinational & multicultural environment an / or John Crane service operations experience
  • Advanced knowledge, experience of rotating equipment and the maintenance of those items
  • ERP knowledge in SAP
  • Project Management skills, including effective and professional Customer interface handling.

Key Metrics:

  • Service Turnaround
  • On-Time Delivery
  • Customer Satisfaction
  • Operational Efficiency
  • Safety Performance Indicators – SLI’s
  • 5S Audit Scores
  • Corrective/Preventive Action Closure Rate
  • Continuous Improvement Impact
  • Training & Competency Development
  • Team Engagement & Retention

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

At no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website (Careers - Smiths Group plc)

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