After Sales Support Manager

Role: After-Sales Support Manager

Reports To: Head Of Operations

Responsible For: After-Sales Support Coordinator

Key Relationships: All Managers & Teams

Performance Measures: Time taken to resolve customer complaints/product issues, customer satisfaction, cost of warranty

Main Purpose of Role: Provide a responsive, efficient and cost effective after sales service to customers, which exceeds their expectations.

Duties and Responsibilities

• Identify, communicate and implement opportunities for continuous improvement and measure their effectiveness.
• Set departmental goals and monitor progress toward them on a weekly, monthly and annual basis.
• Identify, assess and approve repair subcontractors, establish SLAs and terms, and coordinate response activity as required.
• Compiling specifications for fitting kits for new machines in liaison with Engineering Dept and subcontractors.
• Undertake customer relationship management activity, source feedback on quality of product and the service from the organisation, and relay the information to the relevant Manager for action.
• Create SLAs for dealers.
• Coordinate the manufacture of replacement parts for older version couplers with Production Team, and liaise with customer on lead times, dispatch and delivery times.
• Maintaining updated customer pricing booklet to ensure speedy and accurate quotations for repair.
• Liaise with customers on breakdowns and spare part requirements to include creating recommended spare parts lists for dealers.
• Undertake Monthly Warranty Analysis and report on results
• Analyse warranty claims and initiate investigation into each warranty claim to identify recurrent quality / engineering / supplier issues and report Monthly to Senior Management Team on findings.
• Report non-conformance to Quality Manager to facilitate investigation, and contribute to the improvement of product quality.
• Follow up on supplier issues and arrange charge backs.
• Develop the culture of the business to ensure values are demonstrated every day.
• Manage attendance within the team.
• Plan training for team members, in conjunction with the business requirements.
• Induct, coach and develop team members, provide feedback on performance.
• Undertake one-to-ones to review performance & plan objectives with Team Members
• Any other duties, within reason and capability, as determined by the Head Of Operations.

Experience Required:

• Proven experience in an after-sales, service, or customer support management role, ideally within a manufacturing or engineering environment
• Demonstrated experience in managing and developing teams, including performance management, coaching, and training
• Strong background in handling customer complaints, product issues, and service delivery, with a focus on resolution and customer satisfaction
• Experience in warranty management, including claims analysis, reporting, and identifying recurring issues
• Previous involvement in working with subcontractors/suppliers, including setting SLAs and managing performance
• Experience coordinating with cross-functional teams (e.g. Engineering, Production, Sales)
• Proven ability to analyse data and produce reports for senior management to support decision-making
• Experience in continuous improvement initiatives and driving operational efficiencies
• Strong commercial awareness, including cost control, pricing, and quotation management
• Experience working in a fast-paced, customer-focused environment

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