Aftersales Manager
We are working exclusively with a European leading organisation on the lookout for an Aftersales Manager to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team. This Aftersales Manager position sits on the management team and is crucial in managing the aftersales experience for customers. Our client wants their Aftersales service to be industry leading, and the Aftersales Manager will be responsible for defining the strategy and delivering a team that are able to achieve this. Day to day responsibilities include ensuring the effective management of third-party providers and in-house engineering expertise to quickly respond to customer issues in a professional manner. Identifying key issues through data analysis and quickly escalating any aftersales issue that may have health, safety, reputational, legal, or financial implications. Key Responsibilities:
Leadership and Team Management:
Undertake all aspects of leadership with a view to creating an informed, engaged, high performing team that delivers excellent customer service and strives for continuous improvement. Create and execute a comprehensive Aftersales strategy for the UK business. Work with the Aftersales team leader and the Senior Service Engineer to ensure that the team are providing first class service in line with KPI's and general expectations. Conduct team meetings to update members on best practices, continuing expectations, sharing results and track performance. Encourage the team to take ownership for customer service levels. Create and monitor the performance of personal objectives, conducting regular reviews and formal 1-2-1 meetings as required.
Customer Insights and Process Improvement:
Develop reporting to understand customer behaviour and needs. Develop and implement strategies to deal with key customer groups appropriately. Identify patterns and propose solutions to enhance customer experience. Collaborate with the Quality Manager, sharing insights and improving the customer experience. Visit sites as may be occasionally required to support problem investigation root cause and resolution. Drive process improvement within the engineer population.
Third-Party Resource Management:
Manage third-party relationships, setting clear SLAs and monitoring performance. Assess resource needs and onboard new partners as and when required. Diversify third-party reliance and ensure contractual compliance. Manage company risk in relation to reliance on and provision of support offered by Third-Party companies. Meet with all major third-party service providers at least once per year face to face or as appropriate. Lead Continuous Improvement and implement best practice.
Key Skills:
Solid and demonstrable experience managing a team. High level of SAP knowledge. Experience using data to drive process changes. Good standard of general education. Excellent PC skills - in particular MS Windows applications (Excel/Word and PowerPoint). Personal motivation - Commits self to work hard towards goals. By applying for this position, you authorise Auctoro Recruitment to hold your personal details on file for use in finding you a suitable position. Auctoro Recruitment will never transfer your information to a third party without your prior consent.
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We are working exclusively with a European leading organisation on the lookout for an Aftersales Manager to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team. This Aftersales Manager position sits on the management team and is crucial in managing the aftersales experience for customers. Our client wants their Aftersales service to be industry leading, and the Aftersales Manager will be responsible for defining the strategy and delivering a team that are able to achieve this. Day to day responsibilities include ensuring the effective management of third-party providers and in-house engineering expertise to quickly respond to customer issues in a professional manner. Identifying key issues through data analysis and quickly escalating any aftersales issue that may have health, safety, reputational, legal, or financial implications. Key Responsibilities:
Leadership and Team Management:
Undertake all aspects of leadership with a view to creating an informed, engaged, high performing team that delivers excellent customer service and strives for continuous improvement. Create and execute a comprehensive Aftersales strategy for the UK business. Work with the Aftersales team leader and the Senior Service Engineer to ensure that the team are providing first class service in line with KPI's and general expectations. Conduct team meetings to update members on best practices, continuing expectations, sharing results and track performance. Encourage the team to take ownership for customer service levels. Create and monitor the performance of personal objectives, conducting regular reviews and formal 1-2-1 meetings as required.
Customer Insights and Process Improvement:
Develop reporting to understand customer behaviour and needs. Develop and implement strategies to deal with key customer groups appropriately. Identify patterns and propose solutions to enhance customer experience. Collaborate with the Quality Manager, sharing insights and improving the customer experience. Visit sites as may be occasionally required to support problem investigation root cause and resolution. Drive process improvement within the engineer population.
Third-Party Resource Management:
Manage third-party relationships, setting clear SLAs and monitoring performance. Assess resource needs and onboard new partners as and when required. Diversify third-party reliance and ensure contractual compliance. Manage company risk in relation to reliance on and provision of support offered by Third-Party companies. Meet with all major third-party service providers at least once per year face to face or as appropriate. Lead Continuous Improvement and implement best practice.
Key Skills:
Solid and demonstrable experience managing a team. High level of SAP knowledge. Experience using data to drive process changes. Good standard of general education. Excellent PC skills - in particular MS Windows applications (Excel/Word and PowerPoint). Personal motivation - Commits self to work hard towards goals. By applying for this position, you authorise Auctoro Recruitment to hold your personal details on file for use in finding you a suitable position. Auctoro Recruitment will never transfer your information to a third party without your prior consent.
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