MCS Group are proud to be partnering with a leading, innovative manufacturing business to recruit an After-Sales Support Manager.
This opportunity is ideally suited to a proactive, customer-focused operations professional with proven experience in after-sales service, warranty management, and team leadership within an engineering or manufacturing environment. The successful candidate will take ownership of the after-sales function, ensuring a responsive, efficient, and cost-effective service that consistently exceeds customer expectations while driving continuous improvement across the department.
Role & Responsibilities
- Take full responsibility for the after-sales support function, ensuring timely resolution of customer complaints, product issues, and service requests
- Develop and implement continuous improvement initiatives, measuring effectiveness and driving operational efficiencies across the department
- Set clear departmental objectives and monitor performance against weekly, monthly, and annual targets
- Identify, assess, and manage repair subcontractors, establishing SLAs, terms of engagement, and coordinating service response activities
- Collaborate with the Engineering team and external partners to compile specifications for fitting kits for new machinery
- Create and manage SLAs for dealer networks to ensure consistent service standards
- Coordinate with the Production team to manufacture replacement parts for legacy products, managing customer communication around lead times and delivery
- Maintain and update customer pricing documentation to support accurate and efficient repair quotations
- Act as a key point of contact for customers regarding breakdowns and spare parts, including developing recommended spare parts lists for dealers
- Conduct monthly warranty analysis, investigating claims to identify recurring quality, engineering, or supplier issues, and report findings to senior management
- Report non-conformances to the Quality team and contribute to product improvement initiatives
- Manage supplier performance issues, including follow-up actions and chargeback processes
- Lead, coach, and develop the after-sales team, including performance management, training planning, and regular one-to-one reviews
- Collaborate cross-functionally with Engineering, Production, Sales, and senior leadership to support overall business objectives
Essential Skills & Criteria
- Proven experience in an after-sales, service, or customer support management role within a manufacturing or engineering environment
- Strong track record in managing and developing teams, including coaching, performance management, and training delivery
- Experience in warranty management, including claims analysis, reporting, and identifying recurring operational or product issues
- Background in managing subcontractors or suppliers, including SLA development and performance monitoring
- Strong analytical capability with experience producing reports and insights to support senior management decision-making
- Solid commercial awareness, including cost control, pricing structures, and quotation management
- Highly organised, proactive, and capable of operating effectively in a fast-paced, customer-focused environment
What's On Offer
- Salary up to £45,000
- 29 days annual leave (including bank holidays)
- Early Friday finish, with flexibility built into the working week to support work-life balance
- Clear progression potential as the after-sales function grows, with scope to expand team size and leadership responsibility
How To Apply
- To speak in absolute confidence about this opportunity please send an up to date CV via the link provided or contact Charlie Plant, Associate Specialist Consultant at MCS Group on .
- Even if this position is not right for you, we may have others that are. Please visit MCS Group to view a wide selection of our current jobs
- MCS Group is committed to Equality, Diversity, and Inclusion for all, being the first recruitment agency in NI to achieve Bronze Diversity Mark accreditation, if you have a disability which means you require a reasonable adjustment to be considered at any stage of the recruitment process, please contact us and we will endeavour to facilitate the request.
- Not all agencies are the sameMCS Group are passionate about providing a first-class service to all our customers and have an independent review rating of 4.9 stars on Google.
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