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