Technical Customer Services Manager – UK & Ireland
Location: UK (with travel across UK & Ireland)
Employment Type: Full-Time
Role Overview
A senior leadership position responsible for the strategic direction and operational delivery of Technical Services across the UK & Ireland. Reporting into senior management, you will lead a team of 10 technical professionals and ensure best-in-class technical support, compliance, training, and customer service standards.
This is a highly visible, customer-facing role requiring strong leadership capability, regulatory awareness, and the ability to represent the organisation at senior external levels.
Key Responsibilities
Leadership & Strategy
Lead, coach, and develop a regional Technical Services team
Define and execute the regional technical services strategy
Drive operational efficiency, continuous improvement, and service excellence
Manage departmental budgets and resource planning Technical Operations
Oversee technical training programmes, including management of a dedicated training centre in Rugby
Manage dealer and fleet audit programmes, technical inspections, and service-level consultations
Oversee warranty processes in line with UK legislation, industry codes, and corporate compliance standards
Ensure full alignment with relevant regulatory and safety requirements
Monitor product performance data and provide technical insight to cross-functional stakeholders Stakeholder & External Engagement
Act as the primary regional technical authority
Support Sales, Marketing, and R&D with technical expertise
Represent the organisation with industry associations, regulatory bodies, and media where required
Develop technical communications including bulletins, service guidelines, and digital tools Innovation & Continuous Improvement
Support implementation of digital solutions and technical systems
Benchmark service performance against competitors and industry standards
Identify opportunities for value creation and service enhancement
Experience & Qualifications
HND, Degree, or equivalent experience in Mechanical Engineering or related discipline
10+ years’ experience within Technical Services or a comparable technical leadership role
Strong understanding of regulatory compliance, quality systems, and product lifecycle management
Proven experience leading and developing high-performing teams
Demonstrated ability to manage complex stakeholder environments
Strong project and process management capability
Excellent written and verbal communication skills