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

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