We are recruiting an After Sales Manager to work for a leading company based in Kingswinford. The role will report into the Operations Director. The role is a fixed term contract to cover maternity 9 – 12 months.
The main objective of the position will be:
Provide strong, hands‑on leadership across our aftersales and service operations during maternity cover. Ensure service performance, customer experience, and operational standards remain high. As an After Sales Manager, you will lead and support our internal service, external field service, and technical teams, ensuring service performance remains strong and customers receive a high-quality aftersales experience.
The main duties will be:
* Lead internal service, field service engineering, and technical teams
* Line manage 3 direct reports: overall oversight of ~44 employees
* Maintain ownership of core service KPIs (First Time Fix, PM cancellations, scheduling, revenue)
* Oversee service margin, billing, and cashflow discipline
* Support performance management, PDPs, 1‑2‑1s, audits, and stocktakes
* Improve scheduling, route planning, and operational efficiency
* Handle escalated customer complaints professionally
* Analyse revenue streams (labour, parts, contracts, installs) and track trends
* Progress service improvement projects and system enhancements (including ServicePro)
* Role‑model FAPH behaviours and build strong cross‑team relationships
The ideal candidate will have the following skills:
* Proven Senior Service Manager / After Sales leadership experience
* Experience leading geographically dispersed teams
* Strong understanding of service KPIs, margin, scheduling, and operational data
* Calm, pragmatic, and solutions‑focused
* Credible communicator with strong stakeholder management skills
* Leadership style aligned to Friendly, Ambitious, Professional, Honest values
* Friendly and approachable
In return we will provide an excellent remuneration package
* 9‑12 month fixed‑term contract
* 37‑hour week
* 25 days holiday + 8 bank holidays (pro‑rated)
* Pension, Bupa Cashplan, EAP (Help@Hand), enhanced sick pay
* Critical illness cover, death in service
* Cycle‑to‑work scheme
* On‑site gym & social events
* Full handover provided (subject to start date)
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