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For Companies At a Glance
- 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 competitive pay, career growth opportunities, and a dynamic work environment.
- Why this job: Be part of a customer-first culture that values innovation and teamwork.
- Qualifications: Experience in senior Aftermarket or Customer Service roles, preferably in automotive or engineering.
- Other info: Ideal for natural leaders who excel in fast-paced environments and value stakeholder relationships.
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
Network with professionals in the automotive industry, especially those who have experience in Aftermarket and Customer Service roles. Attend industry events or join relevant online forums to connect with potential colleagues and learn about the latest trends.
✨Tip Number 2
Research the company thoroughly to understand their values, culture, and recent developments. This knowledge will help you tailor your conversations during interviews and demonstrate your genuine interest in the role and the organisation.
✨Tip Number 3
Prepare specific examples from your past experiences that showcase your leadership skills and ability to drive customer satisfaction. Be ready to discuss how you've successfully managed teams and improved service delivery in previous roles.
✨Tip Number 4
Engage with current employees on platforms like LinkedIn to gain insights into the company’s work environment and expectations. This can also help you build rapport and potentially get a referral, which can significantly boost your chances of landing the job.
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 understanding of the automotive industry and your passion for customer satisfaction. Mention how your background aligns with the key responsibilities of the role and how you can contribute to the company's success.
Highlight Relevant Achievements: In both your CV and cover letter, include quantifiable achievements that reflect your ability to drive continuous improvement and manage stakeholder relationships effectively. This could be in the form of increased customer satisfaction scores or successful project completions.
Proofread Your Application: Before submitting, carefully proofread your application materials for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at CRP Group
✨Showcase Your Leadership Skills
As a candidate for the Head of Field Service, it's crucial to demonstrate your leadership capabilities. Prepare examples from your past experiences where you successfully led teams, implemented strategies, and improved service delivery. Highlight how your leadership style aligns with a customer-centric approach.
✨Understand the Automotive Aftermarket Landscape
Familiarise yourself with current trends and challenges in the automotive aftermarket sector. Be ready to discuss how you can contribute to innovative service delivery practices that enhance customer satisfaction. This knowledge will show your commitment and strategic mindset.
✨Prepare for Stakeholder Engagement Scenarios
Given the importance of stakeholder management in this role, prepare to discuss how you've built and maintained strong relationships in previous positions. Think of specific instances where you resolved conflicts or improved stakeholder satisfaction, as these will be key talking points.
✨Demonstrate Problem-Solving Abilities
Be prepared to discuss how you've handled technical issues or customer claims in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing your analytical skills and ability to balance technical validity with commercial considerations.
