Head of Field Service

Head of Field Service

An established and forward-thinking automotive company based in East London is seeking a dynamic and commercially-minded individual to lead the Aftermarket and Stakeholder Management function. This critical role will oversee Customer Service, Service Centres, and Field Service teams, ensuring the delivery of a best-in-class Automotive Aftermarket operation.

Key Responsibilities:

• Provide leadership and strategic direction across the Customer Service, Service Centres, and Field Service teams.
• Deliver high-performance service standards, ensuring a customer-centric approach at every level of the Aftermarket function.
• Play a key role within the Aftermarket management team, contributing to and implementing organisational development strategies.
• Develop and promote innovative, efficient, and effective service delivery practices that reflect our commitment to customer satisfaction.
• Maintain strong stakeholder relationships through regular visits and engagement with key operators and customers in the region.
• Evaluate, investigate, and resolve technical issues raised by customers, ensuring effective root-cause analysis and feedback into product and process improvements.
• Manage and settle customer claims, balancing technical validity with commercial considerations.
• Lead the planning, development, and continuous improvement of Aftermarket and customer service policies and procedures.

Key Requirements:

• Proven experience in a senior Aftermarket, Customer Service, or Stakeholder Management role, ideally within the automotive or a related engineering-driven sector.
• Strong commercial acumen with a strategic mindset and hands-on management style.
• Excellent stakeholder engagement skills with the ability to build strong and lasting relationships.
• A background in hard engineering or a technically complex environment is highly desirable.
• Experience in organisational development and the implementation of customer-focused initiatives.

Desirable Attributes:

• A natural leader who thrives in a fast-paced, customer-first culture.
• Adept at driving continuous improvement and leading cross-functional teams.
• Capable of managing multiple customers and stakeholder expectations with professionalism and tact.
• Proficient in identifying market trends and aligning service strategy with business goals.