The Company
PRIMAL are market-leading suppliers in the Strength and Fitness sector, with a global reach and customer base. Our core belief is that strength is in us all and our purpose is to equip everybody to realise their full potential. We service a vast range of customers, from professional gyms, home gyms and PT's to full turnkey solutions for national gym chains, professional sports teams and commercial office gym/training spaces
Job Summary
We are pleased to be recruiting for a dynamic and ambitious Senior Aftersales and Service Manager to join our tight-knit team, based in our Paisley site. The Senior Aftersales and Service Manager post will play a key role within the PRIMAL team and will oversee all post-installation customer service operations, including resolving issues related to assembly, parts, machine functionality and customer returns. The role will ensure high customer satisfaction and maintaining efficient operations by assisting with spare part inquiries, troubleshooting operational issues, and ensuring the correct installation of gym equipment.
Key Responsibilities:
Team Leadership and Development:
* Reporting to the Operations Director, be part of a high performing leadership team at our Paisley site with the ability to influence and promote our Aftersales team.
* Build and Develop the Aftersales teams to become an agile, responsive and technically astute team which delivers excellent aftersales services to our VIP, Commercial and Residential customers.
* Develop learning and development customer service training documents, troubleshooting techniques, escalation procedures and cross-functional ways of working within Primal.
Post-Installation Customer Follow-Up:
* Conduct post-installation calls with customers to ensure satisfaction and address any issues related to the assembly of gym equipment.
* Ensure any missing parts or installation issues are logged, investigated, promptly resolved with appropriate preventative measures to avoid repeat issues.
Spare Parts:
* Develop Spare Parts and Inventory systems to easily identify availability for parts required by our customers.
* Ensure only the right amount of Inventory is being held in our warehouse to and reconciled frequently to the Warehouse Management System.
* Assist customers in identifying and ordering the correct replacement parts, ensuring prompt processing of orders and delivery.
Troubleshooting and Operational Support:
* Provide support to the office team and customers by helping in diagnosing and troubleshooting operational issues or breakdowns of machinery.
* Collaborate with technical staff to find solutions to mechanical or electronic issues with equipment.
Manage Customer Service Requests:
* Track and manage customer service requests on our online Portal, ensuring timely follow-up and resolution.
* Maintain an organized record of customer issues, inquiries, and solutions provided.
* Promote use of AI and other technology solutions to manage lower value and transactional queries.
Quality Control and Issue Resolution:
* Monitor and evaluate the quality of equipment installations, ensuring adherence to company standards and customer expectations.
* Address any discrepancies or issues that arise post-installation and ensure quick and effective resolutions.
Documentation and Reporting:
* Maintain accurate records of customer interactions, spare parts requests, and technical support cases.
* Generate reports for management on aftersales performance, including issues related to parts and equipment malfunctions.
Required Skills & Qualifications:
* Strong leadership experience (min 3 years) with small teams and demonstrable history of staff retention, achieving levels of excellence both internally and with a broad customer base.
* Proven experience in technical support, customer service, or a similar role, preferably in the fitness equipment or related industry.
* Strong technical knowledge of assembly type operations with knowledge of Gym equipment advantageous.
* Excellent communication and interpersonal skills to effectively handle customer inquiries and support.
* Ability to work well under pressure and manage multiple tasks simultaneously.
* Problem-solving mindset with attention to detail and a focus on customer satisfaction.
* Proficiency in Microsoft Office Suite and CRM software.
Remuneration:
* Generous starting salary
* 31 days holiday per year (inc. stats)
* Company pension
* Gym membership
Job Types: Full-time, Permanent
Pay: From £40,000.00 per year
Benefits:
* Company pension
* Flexitime
* Free parking
* Gym membership
* On-site gym
* On-site parking
Ability to commute/relocate:
* Paisley PA3 1RY: reliably commute or plan to relocate before starting work (required)
Experience:
* Supervising: 3 years (required)
Location:
* Paisley PA3 1RY (preferred)
Work Location: In person