Technical Customer Services Manager - UK & Ireland
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 capabilityExcellent written and verbal communication skills
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