Customer Satisfaction & Service Manager (Midlands)

Jonathan Lee Recruitment; West Midlands Combined Authority; On-site; GBP 45,000 - 75,000; Full time

Job description

Customer Satisfaction and Service Manager (Midlands)

Reporting to the UK Managing Director and based in the Midlands, through management of the existing Customer and Service Team, the Customer Satisfaction and Service Manager forms a critical and strategic aspect enhancing our clients' Customer Service offering in support of their capital equipment manufacture and supply.

The role will require a high level of commercial and technical involvement in continuing to manage and develop a successful aftermarket service. Supplying a first-class service as well as growing revenue streams, this critical position requires the ability to manage and develop a broad range of customer-facing services, grow new business opportunities, provide excellent leadership and communication skills, as well as apply a strong technical knowledge.

The outline responsibilities of the role are as follows:

1. The management and further development of a successful UK Service and Spare parts environment as well as leading a team of office and field-based personnel.
2. Supporting the sales activity and growth in revenue.
3. Promoting 'service as a business' culture.
4. Work with other departments across the company to develop new products & services which enhance and support their customer satisfaction goals.
5. Develop a stronger culture within the service organisation that is focused on delivering customer satisfaction.
6. Develop and implement clear and effective processes to ensure that best-in-class customer support is delivered.
7. Report internally as required.

The role will also be directly responsible for the management of Field Service including Installation, Servicing, and Breakdown teams and relating co-ordination / Spare parts / Customer Satisfaction / Technical Support.

Ideally degree qualified and with at least 5 years' experience at a similar level in a leading customer service function within technical products and/or services ideally related to capital equipment, you should have excellent leadership and management skills to drive change whilst ensuring that targets and deadlines are met. Strong communication and interpersonal skills, with the ability to build relationships with stakeholders and influence decision-making are core to this position.

You should ideally have exposure to capital equipment manufacturing and supply along with relating aftermarket management and engagement.

This position offers a senior level salary, package, benefits, and strong performance-related bonus structure. It is noted that this role is a significant and critical position and has an opportunity to further improve our clients' market success. Relocation support may be provided for the right candidate.