ARDEX Group UK is a globally recognized leader in the flooring and tiling industries for nearly 70 years, is committed to delivering market-leading innovations and uncompromising quality. As a family-owned business, ARDEX provides a broad range of construction solutions, from rapid drying screeds to specialist adhesives and grouts, promoting a complete system approach for projects through its brands including ARDEX, BAL and Dunlop. The company prides itself on supporting clients at every stage with specification writing, site visits, and training courses at its state-of-the-art academies in Suffolk and Stoke-on-Trent. ARDEX is trusted globally, with its products featured in prestigious projects like the Burj Khalifa in Dubai and the Savoy Hotel in London.
Role Description
We are seeking an experienced and commercially aware Head of Technical Services to lead and develop our Technical Services function across ARDEX and Building Adhesives (BAL & Dunlop), ensuring the delivery of expert support, operational excellence and continuous improvement.
This is a pivotal leadership role with responsibility for shaping technical strategy, strengthening customer confidence, supporting internal stakeholders and ensuring our technical capability continues to evolve in line with business growth and market demands.
At ARDEX, Technical Services is a customer-facing function that provides expert product and system advice, specification support, site-based technical assessment and testing, and training for customers, contractors, architects and internal teams. As Head of Technical Services, you will lead this function both strategically and operationally, ensuring the service is accurate, responsive and commercially aligned, while developing team capability, managing complex technical issues and driving high standards of quality, compliance and continuous improvement.
The Role
Reporting to the Marketing Director, you will provide leadership to the Technical Services team, setting direction, establishing clear standards and ensuring the function delivers a high-quality service to both internal and external stakeholders.
You will play a critical role in enhancing customer relationships, improving technical processes and ensuring the business maintains the highest standards of technical excellence, service delivery and regulatory compliance.
Key Responsibilities
- Provide strategic leadership for the Technical Services function across ARDEX and Building Adhesives, ensuring the team structure, capability and service model support current and future business needs.
- Lead, coach and develop the Technical Services team, creating a high-performing culture focused on expertise, responsiveness, collaboration and continuous improvement.
- Work closely with Marketing, Sales, Customer Services, Operations and Product Management to strengthen customer relationships, support commercial growth and ensure technical insight informs business decisions.
- Define and deliver the Technical Services strategy, with clear priorities, processes and performance measures aligned to business objectives and customer expectations.
- Act as the senior technical authority for the business, providing expert guidance on products, systems, specifications, applications and complex technical matters to internal teams and external customers.
- Oversee the effective management of technical enquiries, complaints and escalations, ensuring timely resolution, clear communication and a consistent, high-quality customer experience.
- Support product development and innovation by contributing technical expertise to product launches, testing, training and market introduction activities.
- Ensure Technical Services activities, advice and documentation remain compliant with relevant legislation, standards, accreditations and industry best practice.
- Identify opportunities to improve systems, service delivery, knowledge sharing and reporting across the function, driving efficiency, consistency and continuous improvement.
The role will require presence across our Stoke and Haverhill sites, with flexibility to be based at either location.
About You
We are looking for a credible and collaborative leader with strong technical expertise, commercial awareness and the ability to inspire confidence across a wide range of stakeholders.
You will ideally have:
- Proven leadership experience within a technical, product or customer support environment.
- Strong commercial awareness, with the ability to balance technical integrity and customer needs with business objectives.
- Excellent problem-solving, judgement and decision-making skills, particularly when managing complex technical issues.
- Experience leading change, improving processes and building effective cross-functional relationships.
- A proactive, solutions-focused approach, with strong communication skills and the credibility to influence at all levels.
What We Offer
- The opportunity to shape and lead a critical function within a well-established and growing business.
- A collaborative and supportive working environment with strong cross-functional engagement.
- Ongoing professional development and the opportunity to make a visible impact.
- A competitive salary and benefits package.
If you are an experienced technical leader looking for an opportunity to shape, influence and strengthen a critical business function, we would welcome your application.
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