Aftersales Manager

Overview:

We are looking for a commercially driven Aftersales & Service Growth Manager to build and grow our aftersales business. Your primary responsibility will be to increase profitable aftersales revenue by developing existing customer accounts, winning new service business and building recurring income through service and support agreements. You will develop a new customer support and service department, shaping its commercial strategy, service offering and team. This is a hands-on role for someone who enjoys identifying opportunities, meeting customers, developing proposals and converting opportunities into orders. Alongside business growth, you will take responsibility for reliable service delivery, customer satisfaction and the department's financial performance.

Key Responsibilities:

Drive aftersales growth

• Develop and deliver an aftersales growth strategy, with clear targets for revenue, margin and recurring income.
• Proactively identify, pursue and win opportunities across service agreements, preventative maintenance, technical support, spare parts, training, upgrades and equipment lifecycle support.
• Build a structured approach to engaging our existing customer base, understanding their installed equipment and identifying opportunities to increase the value of support we provide.
• Generate new service business through direct customer engagement and independent business development.
• Own the aftersales sales pipeline, from identifying and qualifying opportunities through to quotations, negotiation and securing orders.
• Develop service and support packages that meet customer needs and create sustainable, profitable revenue.
• Negotiate pricing, contracts and service agreements that protect margin and appropriately manage company exposure.

Develop customer relationships

• Build strong relationships with customer decision-makers, becoming a trusted partner for their ongoing service and support requirements.
• Work closely with the Sales Director to agree the most appropriate route for each opportunity, whether aftersales or project based.
• Work with the sales and design teams to identify aftersales opportunities during new equipment procurement and ensure a clear handover into ongoing support.
• Use customer feedback and knowledge of equipment performance to identify further opportunities for maintenance, training, upgrades and support.

Build and lead the service operation

• Develop the people, processes and resources needed to support a growing aftersales business.
• Plan and prioritise service activity to meet customer commitments and maintain profitability.
• Ensure timely delivery of service contracts, spare parts and technical support, keeping customers informed and managing expectations.
• Manage customer issues and warranty claims promptly, assessing warranty coverage and coordinating an appropriate response.
• Lead staff development, including objectives, appraisals, training, mentoring and welfare.
• Ensure appropriate risk assessments and method statements are in place for site work and that staff work safely.

Own performance

• Take accountability for the department's revenue, margin, costs and service performance.
• Establish and report key measures, including order intake, pipeline value, quotation conversion, recurring revenue, contract renewals and customer satisfaction.
• Provide clear forecasts and performance reporting to the Senior Management Team, identifying actions to improve results.

Qualifications

• Strong Microsoft Office and reporting skills.
• Minimum HNC qualification.

Key Skills & Abilities

• A demonstrable track record of growing aftersales, service or technical support revenue in an engineering, automation, manufacturing or related environment.
• Experience identifying commercial opportunities, developing proposals and winning profitable business.
• The ability to turn customer relationships into repeat orders and long-term service agreements.
• Commercial confidence in pricing, negotiation, margins and contract management.
• Experience delivering multiple customer service contracts and coordinating technical resources.
• Strong communication, organisational and relationship-building skills.
• The ability to lead and develop a team, with the ambition to build a growing department. Previous responsibility for an entire department is not essential.
• Willingness to travel within the UK and internationally when required.

What we offer:

In AIR, we offer a comprehensive benefits package to support our employees' well-being and professional development, including flexible work arrangements, company bonus, maternity and paternity leave, pension plan, training support, and various wellness initiatives.

About AIR:

Established in 2023, Automated Industrial Robotics Inc from Los Angeles, USA and funded by ARES Management private equity group, AIR is a trusted automation partner empowering our customers to innovate, produce and scale through technology-enabled manufacturing. Our five-hundred-person world-class team operates across 350,000 sq ft of advanced manufacturing space in six facilities spanning America and Europe. With centralized engineering, technology and support, we deliver transformative automation solutions that increase quality, production and efficiency

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