Techtronic Industries (TTI) is a world leader in cordless technology spanning power tools, accessories, hand tools, outdoor power equipment, and floorcare & cleaning products. Our focus is on end‑users that range from professionals in the industrial, construction and infrastructure sectors to DIYers in home improvement, repair, and maintenance. TTI’s brand portfolio includes MILWAUKEE®, RYOBI®, AEG® and is recognized worldwide for its innovative product platforms and superior quality.
Position
Service Coordination Manager – located in Marlow.
This role provides oversight across the full service spectrum, supporting the Service Manager within the After Sales Operations team. The Service Coordinator will assist in daily operations, ensure statutory aftersales obligations are met, and support continuous improvement to drive efficiency, consistency, and high levels of customer satisfaction.
Key responsibilities
* Support the Service Manager in the day‑to‑day operation of the service and aftersales department.
* Coordinate service activities across the Service lifecycle, ensuring efficient progression from job intake to completion.
* Ensure consistent adherence to service processes, procedures, and audit requirements.
* Focus on Key Performance Indicators of the Service Lifecycle, specifically monitoring repair turnaround times and supporting actions to improve productivity and efficiency.
* Root cause analysis to identify opportunities for continuous improvement.
* Build effective relationships with WSA to drive continuous and sustained performance aligned to SLA’s.
* Implement and monitor agreed corrective actions.
* Act as a key point of contact for product support, liaising with service repair centres, internal teams, and stakeholders including our Central EMEA Service team.
* Support the development and ongoing performance of the Service Agent network, including administration of the warranty claims process.
* Maintain accurate records of warranty submissions, credits, rejections, and customer contributions toward goodwill claims.
* Support the early identification of product quality issues, ensuring timely reporting and communication to Europe and China.
* Assist with technical investigations and the preparation of structured reports and documentation.
* Coordinate with European teams to support best practice alignment and participate in Quality and Service meetings, ensuring technical information is maintained and appropriately distributed.
* Support the administration and coordination of product‑related insurance claims.
* Assist with service planning, scheduling, and workload prioritisation to optimise resources.
* Ensure statutory and aftersales obligations are clearly understood and consistently met.
* Track service performance metrics, identifying risks, trends, and improvement opportunities.
* Support the delivery of consistent, high‑quality customer service and effective resolution of service issues.
* Contribute to continuous improvement initiatives to enhance service effectiveness and customer satisfaction.
* Maintain up‑to‑date working knowledge of new product developments.
Experience/skills required
* Minimum 5 years’ experience in a similar service, aftersales, or operational coordination management role within a tangible product environment.
* At least 2 years’ team management experience.
* Strong problem‑solving skills with a data‑driven approach.
* Experience using SAP and Salesforce desirable.
* Intermediate Excel skills.
* Proven data analysis capability to identify trends and drive improvements.
* Experience supporting or delivering project management initiatives.
* Strong organisational, communication, & stakeholder coordination skills.
* Full UK Driving Licence as travel will be required.
Benefits
* Free on‑site parking at the office.
* Non‑contractual work‑from‑home option (ideally after successful completion of first 3 months of employment).
* 25 days holiday + bank holidays.
* Private Medical & Dental Insurance.
* Group Life Assurance Benefits.
* Annual Gym Allowance.
* Discounted Milwaukee, Ryobi and VAX products.
* Access to our TTi Benefits Hub which includes discounts with many high street retailers.
* Support towards Eye Sight Tests for DSE use.
* On‑site 3rd‑party restaurant and coffee shop in our offices.
Equal Opportunity Statement
At TTI, we are committed to being an equal opportunity employer. We believe in creating a supportive environment where everyone can thrive and grow.
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