Customer Service Manager
Swindon, Wiltshire (with travel and occasional out-of-hours support required)
£40,000 – £55,000 per year
A well-established international machinery business is seeking an experienced Customer Service Manager to take ownership of customer service operations across the UK.
This role will act as the primary point of contact for customers, ensuring the smooth coordination of installations, servicing, breakdown support and overall machine performance. The successful candidate will work closely with engineers, spare parts teams, sales teams and international manufacturing partners to deliver exceptional service and maintain strong customer relationships.
The Role
The Customer Service Manager will play a central role in ensuring customer satisfaction and operational efficiency. The position involves managing service requests, coordinating engineering activity, supporting installations and maintaining effective communication between customers and internal teams.
Key Responsibilities
Customer Support & Service Coordination
Act as the first point of contact for customers regarding service issues, breakdowns, installations and technical queries
Maintain professional and calm communication with customers, particularly during urgent situations
Provide support outside of normal working hours when required for critical issues
Installation & Project Coordination
Liaise with customers to ensure all prerequisites are in place ahead of machinery installations (utilities, layouts, access and documentation)
Coordinate with international manufacturing teams to obtain technical documentation, drawings and installation requirements
Monitor project progress, identify potential delays and ensure installations remain on schedule
Technical & Engineering Support
Provide initial technical guidance using a solid understanding of mechanical and electrical principles
Translate customer issues into clear actions for the engineering team
Coordinate engineer visits and follow up on outcomes, progress and customer feedback
Communicate directly with customers regarding modifications, improvements or corrective actions following service visits
Preventative Maintenance & Continuous Improvement
Work with sales and service teams to develop preventative maintenance strategies
Maintain structured records of machine issues, breakdown trends and recurring faults
Provide feedback to international manufacturing teams on field issues and opportunities for product improvement
Commercial & Operational Awareness
Maintain an understanding of service costs, spare parts pricing and commercial margins
Work closely with spare parts teams to support parts identification and availability
Track stock levels of machinery, tools and service equipment to ensure operational readiness
Internal Collaboration
Work closely with sales teams to support customers both pre- and post-sale
Maintain clear communication across internal departments to ensure priorities and timelines are aligned
Keep accurate records of ongoing installations, service calls and project progress
Skills & Experience Required
Essential
Proven experience in a customer service management, service coordination or technical support role within machinery, engineering or capital equipment
Strong understanding of mechanical and electrical engineering principles
Experience working with international manufacturers or global suppliers
Excellent organisational and communication skills
Ability to manage multiple priorities and handle escalated customer issues
Commercial awareness relating to service work, spare parts and pricing
Ability to work under pressure and occasionally outside normal working hours
Desirable
Experience within packaging machinery or automated production equipment
Experience working closely with service engineers and spare parts teams
Experience implementing or managing preventative maintenance programmes
Personal Attributes
Professional, reliable and highly customer focused
Proactive and solutions driven
Strong attention to detail with a structured approach to managing projects and issues
Confident communicator at all levels
Able to work independently while contributing as part of a team
Benefits
Life insurance
Private medical insurance