Customer Service Manager

Our client is looking for an experienced Service Manager to lead their After-Sales and Service Engineering function. This is a key leadership role responsible for ensuring the timely and efficient delivery of after-sales service and parts sales to both customers and internal stakeholders, while driving the strategic growth and profitability of the Service department.

As a Customer Service Manager, you will be responsible for:

* Leadership of and direct responsibility for the Service Engineering Team.

* Implement and own Service schedule and delivery plan, including all aspects of H&S / RAMS.

* Implementation and project management of Service strategy.

* Market analysis of Service potential and routes to market.

* Develop Service business model, policies and procedures.

* Oversee training, certification compliance and maintain skills matrix of Engineering team.

* Responsible for Warranty claim management.

* Responsible for developing Service packages.

* Responsible for Service operational KPI consolidation and reporting.

* Profit and Loss and target setting responsibility for Service.

* Any other duties as and when required by Senior Management that are reasonably within the capabilities of the person and are aimed at achieving the company’s objectives and goals

* This list is not exhaustive and can be added to, to meet the needs of the business.

The ideal candidate will have:

* Commercially astute with strong managerial qualities and have the ability to become a role model for the department.

* The ability to positively communicate at all levels within the business.

* Strong Customer facing skills, with the ability to create ‘win-win’ solutions.

* Strong commercial, numerical and analytical abilities.

* Pragmatic thinker and solutions orientated.

* The ability to drive continuous improvement whilst maintaining engagement.

* Ability to work in a fast-paced demanding environment.

* Ecommerce experience would be advantageous.

* Competent in Microsoft Office packages and ERP systems.

Person Specification

* Time-served Customer Service Manager with an Engineering background

* Proven experience in budget control, cost analysis, and KPI management

* Project Management experience

* Full UK driving licence
Only candidates based in UK and eligible to work in UK are allowed