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- Tasks: Lead and innovate in Aftermarket and Stakeholder Management for a top automotive company.
- Company: Join a forward-thinking automotive firm based in East London, committed to excellence.
- Benefits: Enjoy a dynamic work environment with opportunities for professional growth and development.
- Why this job: Be part of a customer-first culture that values innovation and continuous improvement.
- Qualifications: Experience in senior Aftermarket or Customer Service roles, ideally in automotive or engineering.
- Other info: Ideal for natural leaders who excel in fast-paced, collaborative settings.
The predicted salary is between 48000 - 72000 £ per year.
An established and forward-thinking automotive company based in East London is seeking a dynamic and commercially-minded individual to lead the Aftermarket and Stakeholder Management function. This critical role will oversee Customer Service, Service Centres, and Field Service teams, ensuring the delivery of a best-in-class Automotive Aftermarket operation.
Key Responsibilities:
- Provide leadership and strategic direction across the Customer Service, Service Centres, and Field Service teams.
- Deliver high-performance service standards, ensuring a customer-centric approach at every level of the Aftermarket function.
- Play a key role within the Aftermarket management team, contributing to and implementing organisational development strategies.
- Develop and promote innovative, efficient, and effective service delivery practices that reflect our commitment to customer satisfaction.
- Maintain strong stakeholder relationships through regular visits and engagement with key operators and customers in the region.
- Evaluate, investigate, and resolve technical issues raised by customers, ensuring effective root-cause analysis and feedback into product and process improvements.
- Manage and settle customer claims, balancing technical validity with commercial considerations.
- Lead the planning, development, and continuous improvement of Aftermarket and customer service policies and procedures.
Key Requirements:
- Proven experience in a senior Aftermarket, Customer Service, or Stakeholder Management role, ideally within the automotive or a related engineering-driven sector.
- Strong commercial acumen with a strategic mindset and hands-on management style.
- Excellent stakeholder engagement skills with the ability to build strong and lasting relationships.
- A background in hard engineering or a technically complex environment is highly desirable.
- Experience in organisational development and the implementation of customer-focused initiatives.
Desirable Attributes:
- A natural leader who thrives in a fast-paced, customer-first culture.
- Adept at driving continuous improvement and leading cross-functional teams.
- Capable of managing multiple customers and stakeholder expectations with professionalism and tact.
- Proficient in identifying market trends and aligning service strategy with business goals.
Head of Field Service employer: CRP Group
Contact Detail:
CRP Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Field Service
✨Tip Number 1
Familiarise yourself with the latest trends in the automotive aftermarket sector. Understanding current market dynamics and customer expectations will help you demonstrate your strategic mindset during interviews.
✨Tip Number 2
Network with professionals in the automotive industry, especially those involved in customer service and stakeholder management. Building relationships can provide valuable insights and potentially lead to referrals for the position.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven continuous improvement in previous roles. Highlighting your hands-on management style and successful initiatives will showcase your suitability for leading the Aftermarket function.
✨Tip Number 4
Research the company’s values and recent developments. Tailoring your conversation to align with their commitment to customer satisfaction and innovative service delivery will demonstrate your genuine interest in the role.
We think you need these skills to ace Head of Field Service
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Aftermarket, Customer Service, or Stakeholder Management roles. Use specific examples that demonstrate your leadership skills and strategic mindset.
Craft a Compelling Cover Letter: Write a cover letter that showcases your commercial acumen and ability to drive customer satisfaction. Mention how your background in engineering or complex environments aligns with the company's needs.
Highlight Stakeholder Engagement Skills: In your application, emphasise your experience in building strong relationships with stakeholders. Provide examples of how you've successfully managed customer expectations and resolved issues.
Showcase Continuous Improvement Initiatives: Detail any initiatives you've led that focused on continuous improvement within customer service or Aftermarket operations. This will demonstrate your proactive approach and commitment to excellence.
How to prepare for a job interview at CRP Group
✨Showcase Your Leadership Skills
As a Head of Field Service, demonstrating your leadership capabilities is crucial. Prepare examples of how you've successfully led teams in the past, focusing on your strategic direction and ability to foster a customer-centric culture.
✨Highlight Stakeholder Engagement Experience
This role requires strong stakeholder management skills. Be ready to discuss specific instances where you've built and maintained relationships with key stakeholders, showcasing your communication and interpersonal skills.
✨Demonstrate Commercial Acumen
The company is looking for someone with a strong commercial mindset. Prepare to discuss how you've balanced technical validity with commercial considerations in previous roles, particularly in resolving customer claims or issues.
✨Emphasise Continuous Improvement Initiatives
Show your commitment to continuous improvement by discussing any initiatives you've led that enhanced service delivery or customer satisfaction. Highlight your ability to drive change and implement effective policies and procedures.
