Customer Services Manager

• Full-time

This is a new and exciting opportunity to lead two critical elements of the post-sales Customer Services offering for our global clients in the automotive R&D sector. The Customer Services Manager will oversee both the Applications Support and Service and Repairs (RMA) functions, and is responsible for ensuring an outstanding customer experience.

This newly created role requires a strong customer-first mindset and a drive to embed this ethos across your teams - you are the voice of the customer. This business area is also undergoing a significant digital modernisation project, and this is your opportunity to shape new processes, champion change, and help us stand apart in the industry.

Core Responsibilities

• The Voice of the Customer: You will act as the internal advocate for our customers, ensuring their needs and expectations are represented in discussions on performance, product quality, and service delivery—whether dealing with direct clients or third‑party distributors.
• Team Leadership: You will lead both the Applications Support and Customer Returns teams. his includes conducting regular one‑to‑ones, performance reviews, and creating a positive, high‑performing team culture.
• Applications Support: When customers contact us for support, we must be on hand to provide the best service possible at a moment’s notice. Oversee a team responsible for resolving technical issues, delivering remote support (via phone, email, or screen share), managing software updates, coordinating training, and arranging repairs and maintenance, ensuring support is prompt, effective, and aligned with performance targets.
• Service and Repairs (RMA): Customers return their equipment for various reasons: upgrades, annual calibration services, or for maintenance or repair, with much of the workload being generated through the Applications Support team. The team is small yet efficient and working to tight deadlines. You will lead the organisation of the work schedule, reporting on the performance, and have one eye solidly on speed, accuracy and quality of service.
• Process Transformation: Drive the adoption and implementation of new digital tools such as IFS Cloud, IFS Assyst, and a planned eCommerce platform. You will play a critical role in process design, training, and ensuring seamless system integration whilst making the journey slick for our customers.
• Customer Relationship Management: Maintain strong customer relationships through occasional travel for site visits, training, or strategic reviews. Gather feedback to inform continuous service improvement.

Person Specification

• Strong interpersonal and communication skills; able to interact effectively with customers and internal teams
• Demonstrated customer‑centric approach to service delivery
• Excellent prioritisation and time management skills; able to manage high workloads in a fast‑paced environment
• Ability to motivate and develop team members
• Effective problem solver with a proactive mindset
• Professional appearance and conduct
• Willingness to travel and engage with diverse cultures and clients

We are part of the AB Dynamics Group, an innovative, dynamic listed business with a friendly and supportive working environment. In addition to competitive salaries, our attractive benefits package includes a discretionary company bonus scheme, 25 days holiday (plus bank holidays), and generous company pension contributions.

At AB Dynamics Group we set ourselves ambitious objectives and strive to work according to our values of customers, people, diversity, innovation, excellence and responsibility. We are committed to promoting equality of opportunity for all staff and job applicants. We do not discriminate against staff based on age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.

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