A leading engineering manufacturer is looking for an experienced Aftermarket & Spare Parts Customer Service Manager to take ownership of a high‑value, high‑pace parts operation supporting customers across the UK, Europe, and worldwide. This is a hands‑on leadership role where technical understanding, commercial awareness, and exceptional customer service all come together.
All candidates should make sure to read the following job description and information carefully before applying.
The role
You’ll lead a team of seven and oversee the full lifecycle of spare parts activity, ensuring customers receive accurate quotations, timely shipments, and world‑class support. You’ll be responsible for managing around $17M of spare parts annually, driving performance, and ensuring the department runs with precision and professionalism.
Key responsibilities
* Prepare all sales quotations for spare parts across the UK and Europe
* Support budget preparation, sales proposals, and global OEM sales negotiations
* Create order acknowledgements and ensure accurate data entry into the ERP system (IFS)
* Manage customer order dates — wanted, planned, and promised
* Coordinate replacement of defective parts and identify warranty cases
* Liaise with customers on weekly shipments, returns, and logistics arrangements
* Work with shipping companies and prepare all customs documentation, including commercial invoices
* Ensure compliance with country‑specific requirements (e.g., Saber, ACID reference numbers)
* Provide letters of authorisation for customs agents and support customs clearances
* Set up new parts on the ERP system, including pricing and HS codes
* Set and manage departmental and individual objectives, allocating work and coordinating activities
* Lead performance management through one‑to‑ones, attendance reviews, and KPI tracking
* Manage new hires, coaching, mentoring, and developing team capability
* Represent the Customer Service Department to customers, management, and senior leadership
* Review monthly reports (on‑time delivery, spares follow‑up) and discuss outcomes with VP/GM
* Analyse monthly KPIs and implement corrective actions to drive continuous improvement
What you’ll bring
* Experience in the engineering or manufacturing sector
* Strong background xkybehq in aftermarket service, spare parts, or technical customer service
* Proven leadership experience — confident managing a busy team in a technical environment
* Solid understanding of ERP systems (IFS experience is a bonus)
* Strong commercial awareness and the ability to manage high‑value inventory
* Excellent communication skills and a customer‑focused mindset
* A hands‑on approach — comfortable being on-site five days a week
What’s on offer
* A key leadership role in a respected engineering business
* The chance to shape and elevate a critical aftermarket function
* A supportive environment with genuine opportunities to influence performance and process
* Stability, growth, and long-term career potential