Customer Satisfaction and Service Manager (Midlands)
Reporting to the UK Managing Director and based in the Midlands, this role is to manage the existing Customer and Service Team across the UK and Ireland. Working in a technical and higher value equipment manufacturing organisation, the Customer Satisfaction and Service Manager forms a critical and strategic element to their Customer Service offering.
The role will require a high level of commercial and technical involvement in continuing to manage and develop a successful aftermarket service. You will need to have similar experience from a capital/complex equipment manufacturing organisation.
Focused on supplying a first-class service as well as growing revenue streams, this is critical position and requires the ability to manage and develop a broad range of customer facing services, grow new business opportunities, provide excellent leadership and communication skills, as well as apply strong technical knowledge.
The outline responsibilities of the role are as follows:
• The management and further development of a successful UK Service and Spare parts environment as well as leading a team of office and field-based personnel in the UK and Ireland.
• Supporting the sales activity and growth in revenue.
• Promoting ‘service as a business’ culture - measuring and reporting on customer satisfaction.
• Work with other departments across the company to develop new products & services which enhance and support their customer satisfaction goals.
• Develop a stronger culture within the service organisation that is focused on delivering customer satisfaction.
• Develop and implement clear and effective processes to ensure that best in class customer support is delivered.
The role will also be directly responsible for the management of Field Service including Installation, Servicing and Breakdown teams and relating co-ordination / Spare parts / Customer Satisfaction / Technical Support.
Ideally degree qualified and with at least 5 years’ experience at a similar level in a leading customer service function within technical products and/or services ideally related to capital equipment, you should have excellent leadership and management skills to drive change whilst ensuring that targets and deadlines are met. Strong communication and interpersonal skills, with the ability to build relationships with stakeholders and influence decision-making are core to this position.
This position offers a senior level salary, package, benefits and strong performance related bonus structure. It is noted that this role is a significant and critical position and has an opportunity to further improve our clients market success. Relocation support would be provided for the right candidate.
Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency.
In order for your CV to be processed effectively, please ensure your name, email address, phone number and location (post code OR town OR county, as a minimum) are included