Customer Service & Projects Manager (Hybrid or office based)

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Now hiring: Customer Service & Projects Manager

Salary: depending on experience

Hours: 39 hours per week

Location: Inverness office-based or hybrid depending on candidate, with regular Inverness attendance.

Holiday Entitlement: 31 days per year, increasing with length of service to 36 days

Lead from the front in a role that blends customer experience, engineering insight, and project delivery. Join Gael Force Group, a trusted name in aquaculture and marine solutions and help power the systems that keep sustainable seafood production moving.

As Customer Service & Projects Manager, you will own the service experience and drive technical projects across our aquaculture products and systems. You will turn problems into practical fixes, coordinate field activity, and make sure every promise to customers is delivered leading our Field Service Engineers and keeping scope, safety, quality, timelines, and budget under control.

Your Key Responsibilities:

• Service Delivery: Be the first point of contact for service and support. Troubleshoot fast, resolve remotely where possible, and hit service-level timelines.
• Customer Query Management: Keep customers informed and confidently own queries end-to-end and deliver clear, timely solutions.
• Field Service Team Leadership: Lead, coordinate and develop our Field Service Engineers. Plan workloads, maximise utilisation, and align resource to operational and commercial priorities.
• Project Delivery: Deliver service and technical projects safely, on time, on budget, and to spec. Control scope, coordinate subcontractors, and report progress, risk, and performance.
• Operational Improvement: Turn customer feedback into smarter ways of working, improving products, process, and efficiency while staying fully compliant with QA, H&S, and regulatory requirements.
• Stakeholder Support: Build strong relationships with customers and internal teams to keep communication sharp and delivery smooth.
• Commercial Support: Back the sales team with technical input, service insight, and customer feedback that strengthens proposals and outcomes.

You will be at the centre of field coordination, rapid issue resolution, and project delivery, with safety, quality, programme, and budget always front of mind.

What you will bring

Essentials:

• Strong engineering fundamentals, a customer-obsessed mindset, and the confidence to lead people and deliver projects
• A recognised engineering qualification with demonstrable mechanical and electrical competency (HNC/HND/Degree or equivalent experience)
• Proven hands-on mechanical and electrical engineering experience including diagnostics, installation, commissioning and maintenance
• Ability to interpret mechanical drawings, electrical schematics and wiring diagrams
• Engineering background, ideally within the Marine Aquaculture industry
• Project management and people management experience
• Strong health & safety compliance knowledge including RAMS

Desirable:

• Basic draughting experience
• Experience in the Aquaculture and Marine industry
• PRINCE 2
• CDM and NEC3 training

Why Gael Force Group

• A high-performing team with 40+ years' experience and plenty of momentum.
• Real influence in a growing business shaping the next generation of aquaculture and marine solutions.
• Competitive salary aligned to your experience and impact.
• Benefits that support your life: staff discount, contributory pension, and cycle to work scheme.
• 31 days holiday, increasing with service (up to 36 days).
• Full-time, permanent role with space to lead, improve, and make it better.

How to apply: If you're ready to lead, solve problems, and deliver projects that matter, apply online or send your CV and a short covering letter to [email protected] explaining why this role appeals to you and what you'd bring to the team.

Gael Force Group is an equal opportunity employer. We're committed to an inclusive workplace and welcome applicants from all backgrounds.