Reporting to the UK Managing Director and based in the Midlands, the Customer Satisfaction and Service Manager plays a critical and strategic role in enhancing our client's Customer Service offering in support of their capital equipment manufacture and supply.
The role requires a high level of commercial and technical involvement in managing and developing a successful aftermarket service. Supplying first-class service and growing revenue streams, this position demands the ability to manage and develop a broad range of customer-facing services, grow new business opportunities, and demonstrate excellent leadership and communication skills, complemented by strong technical knowledge.
The Outline Responsibilities of the Role Are As Follows
1. Manage and further develop a successful UK Service and Spare Parts environment, leading a team of office and field-based personnel.
2. Support sales activities and revenue growth.
3. Promote service as a core business culture.
4. Collaborate with other departments to develop new products and services that enhance customer satisfaction.
5. Foster a customer satisfaction-focused culture within the service organization.
6. Develop and implement effective processes to ensure delivery of best-in-class customer support.
7. Report internally as required.
8. Manage Field Service operations, including Installation, Servicing, Breakdown teams, and related coordination, Spare Parts, Customer Satisfaction, and Technical Support.
Ideally, candidates should be degree qualified with at least 5 years of experience in a similar leadership role within technical products and/or services related to capital equipment. Strong leadership and management skills are essential to drive change while meeting targets and deadlines. Excellent communication and interpersonal skills are required to build stakeholder relationships and influence decision-making.
Exposure to capital equipment manufacturing and supply, along with aftermarket management and engagement, is highly desirable.
This senior-level position offers a competitive salary, benefits, and a strong performance-related bonus structure. It is a significant and critical role with opportunities to further improve our client's market success. Relocation support may be available for the right candidate.
Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. To ensure effective processing of your CV, please include your name, email address, phone number, and location (postcode, town, or county).
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