Job Description
Role: After-Sales Support Manager
Reports To: Head Of Operations
Responsible For: After-Sales Support Coordinator
Key Relationships: All Managers & Teams
Performance Measures: Time taken to resolve customer complaints/product issues, customer satisfaction, cost of warranty
Main Purpose of Role: Provide a responsive, efficient and cost effective after sales service to customers, which exceeds their expectations.
Duties and Responsibilities
* Identify, communicate and implement opportunities for continuous improvement and measure their effectiveness.
* Set departmental goals and monitor progress toward them on a weekly, monthly and annual basis.
* Identify, assess and approve repair subcontractors, establish SLAs and terms, and coordinate response activity as required.
* Compiling specifications for fitting kits for new machines in liaison with Engineering Dept and subcontractors.
* Undertake customer relationship management activity, source feedback on quality of product and the service from the organisation, and relay the information to the relevant Manager for action.
* Create SLAs for dealers.
* Coordinate the manufacture of replacement parts for older version couplers with Production Team, and liaise with customer on lead times, dispatch and delivery times.
* Maintaining updated customer pricing booklet to ensure speedy and accurate quotations for repair.
* Liaise with customers on breakdowns and spare part requirements to include creating recommended spare parts lists for dealers.
* Undertake Monthly Warranty Analysis and report on results
* Analyse warranty claims and initiate investigation into each warranty claim to identify recurrent quality / engineering / supplier issues and report Monthly to Senior Management Team on findings.
* Report non-conformance to Quality Manager to facilitate investigation, and contribute to the improvement of product quality.
* Follow up on supplier issues and arrange charge backs.
* Develop the culture of the business to ensure values are demonstrated every day.
* Manage attendance within the team.
* Plan training for team members, in conjunction with the business requirements.
* Induct, coach and develop team members, provide feedback on performance.
* Undertake one-to-ones to review performance & plan objectives with Team Members
* Any other duties, within reason and capability, as determined by the Head Of Operations.
Experience Required:
* Proven experience in an after-sales, service, or customer support management role, ideally within a manufacturing or engineering environment
* Demonstrated experience in managing and developing teams, including performance management, coaching, and training
* Strong background in handling customer complaints, product issues, and service delivery, with a focus on resolution and customer satisfaction
* Experience in warranty management, including claims analysis, reporting, and identifying recurring issues
* Previous involvement in working with subcontractors/suppliers, including setting SLAs and managing performance
* Experience coordinating with cross-functional teams (e.g. Engineering, Production, Sales)
* Proven ability to analyse data and produce reports for senior management to support decision-making
* Experience in continuous improvement initiatives and driving operational efficiencies
* Strong commercial awareness, including cost control, pricing, and quotation management
* Experience working in a fast-paced, customer-focused environment