Director of Service
The Company
A dynamic and highly respected manufacturer of automation solutions; from individual machines to complete lines, primarily for use within the food industry. The range of innovative technologies drive efficiency and quality allowing food processing businesses to thrive in an increasingly competitive and complex market.
At the heart of everything the business does is a firm commitment to delivering consistently high-quality service and support to customers; it stands them apart in the industry. The business is now looking for a Director of Service to lead the customer service team, aligned with the ethos and develop the customer service strategy to ensure that customers are supported before, during and after their purchase.
The role, which reports to the UK Managing Director, will be responsible for all aspects of customer service as well as being part of the UK management team which is tasked with overall company performance and growth.
You will have proven success of building customer service teams and extensive experience in managing customer relationships with a skill in motivating and developing teams of technical experts and successfully engaging cross-functional colleagues.
Responsibilities
* Actively participate in management forums, both strategically and functionally, to drive business performance aligned to its objectives and strategy.
* Develop and execute an industry leading customer service charter to further improve customer improve customer relationships and identify any relevant gaps or training requirements across the team.
* Motivate and engage the team to deliver customer service consistently throughout the organisation whist instilling a culture of continuous improvement.
* Work with team members to identify their potential and implement development plans and goals to help them achieve it.
* Skilled at building strong relationships and deep knowledge across customer organisations.
* Act as a senior adviser throughout any escalated customer service concerns or complaints.
* Engage with cross functional teams across the business to further instil the ethos of customer service excellence, identifying areas to improve and ways to address any shortcomings.
* Collaborate closely with technical and pricing colleagues to ensure an aligned customer service experience.
* Represent the company at industry events, trade shows and conferences to promote the brand and build networks where appropriate.
* Act as a company ambassador, internally and externally, consistently living and breathing the culture and values.
Requirements
* Proven leadership in customer service excellence in a capital equipment or manufacturing business; ideally with experience in the food production sector.
* Excellent team leadership, coaching and development skills.
* Ability to manage and develop fast paced teams, bringing structure and focus.
* Strong aptitude for building cross-functional relationships in the organisation including sales and technical teams.
* Demonstrated experience and success in customer relations management throughout the customer journey.
* Outstanding attention to detail and a commitment to project and problem ownership.
* Self-motivated, clear communicator with a passion for delivering outstanding customer service.
* Flexibility to travel as team or customer needs dictate.
* Ability to commute regularly to UK HQ based Northern Home Counties.
If you are interested in being considered you are encouraged to apply at the earliest convenience by forwarding your CV via email to
Closing date for all applications: Thursday 30th April 2026