A leading engineering manufacturer is looking for an experienced Aftermarket & Spare Parts Customer Service Manager to take ownership of a high‑value, high‑pace parts operation supporting customers across the UK, Europe, and worldwide. This is a hands‑on leadership role where technical understanding, commercial awareness, and exceptional customer service all come together.
The role
You’ll lead a team of seven and oversee the full lifecycle of spare parts activity, ensuring customers receive accurate quotations, timely shipments, and world‑class support. You’ll be responsible for managing around $17M of spare parts annually, driving performance, and ensuring the department runs with precision and professionalism.
Key responsibilities
* Prepare all sales quotations for spare parts across the UK and Europe
* Support budget preparation, sales proposals, and global OEM sales negotiations
* Create order acknowledgements and ensure accurate data entry into the ERP system (IFS)
* Manage customer order dates — wanted, planned, and promised
* Coordinate replacement of defective parts and identify warranty cases
* Liaise with customers on weekly shipments, returns, and logistics arrangements
* Work with shipping companies and prepare all customs documentation, including commercial invoices
* Ensure compliance with country‑specific requirements (e.g., Saber, ACID reference numbers)
* Provide letters of authorisation for customs agents and support customs clearances
* Set up new parts on the ERP system, including pricing and HS codes
* Set and manage departmental and individual objectives, allocating work and coordinating activities
* Lead performance management through one‑to‑ones, attendance reviews, and KPI tracking
* Manage new hires, coaching, mentoring, and developing team capability
* Represent the Customer Service Department to customers, management, and senior leadership
* Review monthly reports (on‑time delivery, spares follow‑up) and discuss outcomes with VP/GM
* Analyse monthly KPIs and implement corrective actions to drive continuous improvement
What you’ll bring
* Experience in the engineering or manufacturing sector
* Strong background in aftermarket service, spare parts, or technical customer service
* Proven leadership experience — confident managing a busy team in a technical environment
* Solid understanding of ERP systems (IFS experience is a bonus)
* Strong commercial awareness and the ability to manage high‑value inventory
* Excellent communication skills and a customer‑focused mindset
* A hands‑on approach — comfortable being on-site five days a week
What’s on offer
* A key leadership role in a respected engineering business
* The chance to shape and elevate a critical aftermarket function
* A supportive environment with genuine opportunities to influence performance and process
* Stability, growth, and long-term career potential