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Location:High Wycombe, UK (Predominantly Office Based)
Salary:£50,000 - £60,000 + Performance-based Bonuses
Benefits:Flexible work arrangements, international travel, 25 days annual holiday, contributory pension scheme and professional development opportunities.
About Us:
We are a global leader in print finishing solutions, founded in the late 1990’s and recognized for pioneering innovations in digitally printed sheet processing. Our flagship in-line saddle-stitcher has transformed booklet production and serves a prestigious international client base.
With over 220 systems installed globally, we are known for our commitment to technical excellence and customer success. We continue to push the boundaries of innovation with unique, patented solutions that set us apart in the market.
We are passionate about fostering a culture of openness, integrity, and excellence, ensuring that our team is empowered to contribute to both individual and company-wide goals.
The Role:
This is a broad role and encompasses the organisation and management of the whole operational chain for the business including:
·the outsourced manufacture of the Ibis Smart Binder (SB);
·purchasing of component parts as required;
·testing each system before shipment;
·the planning of logistics;
·installation and training at customer sites;
·customer support and service.
This role requires someone who has a mechanical/electrical engineering background and ideally some experience in the print finishing industry.
This is a pivotal role for the business helping us achieve operational excellence and delivering a top rate customer experience.
Reporting directly to the Managing Director, you will be responsible for outsourced manufacturing, manage a team of service engineers to provide world class customer support, and also directly manage supply of spare parts working with our Parts Administrator to deliver an ever-growing financial contribution to the business. You will be responsible for monitoring and reporting on key areas such as individual project costs as well as parts and manufacturing budgets.
95% of our customer solutions are installed internationally, making this a role with significant global exposure and influence.
Key Responsibilities:
Operational and Financial Management:
* Manage outsourced manufacturing operations in Slovakia, ensuring adherence to quality standards, cost-efficiency, and production timelines.
* Manage the sourcing and supply of spare parts.
* Take responsibility for the monitoring of all installation project costs as well as those associated with both the manufacturing and parts business, collaborating with key stakeholders to drive profitability and financial performance.
* Implement strategies to improve operational efficiency and customer retention through KPI-driven performance improvements.
Customer Experience Management:
* Oversee the full customer lifecycle, from pre-installation planning to ongoing service and support including parts manufacture, replenishment and distribution.
* Set and manage customer expectations, ensuring exceptional service performance through seamless delivery, installation, commissioning, and after-sales support.
* Build and maintain strong, lasting relationships with customers through regular contact, including some international visits and high-level communication.
* Proactively address customer concerns and troubleshoot any technical or operational issues using the resources of the customer field service team.
* Lead, coach, and mentor a growing team of service engineers and a parts administrator, ensuring they are motivated and equipped to meet customer needs and exceed performance KPIs.
* Foster a culture of continuous improvement, excellence, and collaboration within the service team.
* Oversee the growth and development of the service team, ensuring they are prepared to meet the challenges of the expanding machine install base.
Revenue Growth and Innovation:
* Identify and capitalize on new revenue streams by selling ancillary services, upgrades, preventive maintenance, and training packages to both existing and new customers.
* Drive customer satisfaction and loyalty by offering innovative solutions and ensuring world-class service delivery.
* Provide technical support to customers and internal teams, ensuring rapid resolution of any issues while maintaining high service standards.
International Exposure:
* Act as the primary liaison between the company and its international customers and partners, ensuring smooth cross-border operations and logistics.
* Manage the complexities of international operations, including regulations, compliance, and time zone differences.
What We Offer:
* International Exposure:You will work with clients and partners around the world, providing you with the unique opportunity to build an international network and gain experience across diverse cultures and industries.
* Career Growth:As part of our commitment to professional development, we will build your skills and experience so that you are prepared for future advancement within the company.
* Private Health Care:Access to our company scheme.
* Annual performance bonus: based on a proportion of company profits.
* Innovative Culture:Be part of a forward-thinking company where innovation and customer success are at the core of everything we do. Your role will directly contribute to the ongoing success of our global operations and help to generate annual bonus for all staff linked to profits.
Required Qualifications and Experience:
* Leadership Experience:Proven experience in managing international customer service or operations teams, ideally in the print finishing, machinery, or manufacturing sectors.
* Technical Expertise:A strong technical background with an understanding of machinery and production systems, particularly in print, paper handling, or bookbinding.
* Financial Acumen:Experience managing P&L, cost control, and budget oversight in an operational role.
* Global Operations Experience:Demonstrated ability to manage outsourced manufacturing, logistics, and customer relationships across multiple countries.
* Tools and Systems: Proficiency in CRM systems, project management tools, with experience in resource management and team auditing. Experience with Sage would be helpful. .
* Communication Skills:Exceptional communication skills, with the ability to build rapport with customers and internal stakeholders at all levels.
* People Management:Able to manage, motivate and inspire others to perform and meet the objects of the Customer Support team.
Why Join Us?
This role offers the opportunity to become a vital part of a growing, globally recognized company that is shaping the future of print finishing. You will be challenged to lead an exceptional service team, work with international partners, and manage operations that span the globe—all while making a meaningful impact on the business and our customers. We are committed to providing a work environment where you can grow, innovate, and thrive.
How to Apply:
To apply, please submit your resumé and a cover-letter highlighting your experience and explaining why you are the perfect candidate for this role. This should be emailed to Karen.Stanley@ibis-bindery.com.
Make a global impact—apply today and be part of something extraordinary!
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Management and Manufacturing
* Industries
Machinery Manufacturing
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