Aftersales and Service Manager in London

About Anemoi Marine Technologies

At Anemoi, we’re on a journey to shake up the maritime industry with cutting-edge Rotor Sail technology. From our headquarters in the UK and production base in China, we’re developing and delivering advanced, automated wind-assisted propulsion systems that help shipowners and operators reduce fuel consumption and emissions, propelling the shipping industry toward a more sustainable, decarbonised future. Our goal is ambitious yet simple: save 1,000 tonnes of CO2 per day by installing 500 Rotor Sails by 2030.

About the Role

We are seeking an experienced Service Manager to lead and oversee our after-sales support operations for marine equipment. This role is pivotal in ensuring the delivery of high-quality technical services, optimizing operational efficiency, and driving continuous improvement across service processes. The ideal candidate will possess strong leadership capabilities, technical expertise, and a proactive approach to managing customer relationships.

As the Service Manager, you will be responsible for coordinating with cross-functional departments and upholding compliance with international maritime standards. You will play a key role in strengthening client satisfaction through prompt issue resolution, structured feedback, and sustained technical support.

Key Responsibilities

• After-sales Service Management
  • Establish and continuously improve after-sales service systems for delivered equipment, including standardised processes, service protocols, and quality standards.
  • Coordinate with domestic and international technical teams to address customer complaints, diagnose faults, and develop repair solutions, ensuring prompt response and resolution.
  • Analyse key service metrics (e.g., response times, resolution rates, customer satisfaction scores) to identify trends and implement performance improvement initiatives.
  • Oversee multiple after-sales projects simultaneously, including the development of contingency plans for critical failures to ensure rapid mobilization of resources.
  • Track and evaluate failure types, frequency, and resolution timelines to detect and identify recurring issues and support product, process or service improvements.
  • Assign and monitor service tasks to ensure 24-hour response compliance and quality control.
• Customer Relationship Management
  • Maintain long-term communication with key stakeholders such as shipowners, shipyards, and agents, ensuring ongoing technical support and identifying opportunities for repeat business.
  • Organise customer training programs covering equipment operation, maintenance, and emergency handling procedures.
  • Maintain accurate and up-to-date customer records; conduct satisfaction surveys and identify and address service gaps to improve workflows, spare parts readiness, and overall service experience.
  • Structure and analyse customer feedback to extract lessons learned and integrate them into product development, service enhancements, and sales strategies to support continuous improvement and customer satisfaction.
• Spare Parts & Supply Chain Coordination
  • Manage after-sales spare parts inventory, optimizing procurement, stock levels, and allocation to ensure efficient and timely repairs.
  • Coordinate with suppliers and internal production teams to monitor spare parts quality, availability, and delivery schedules.
  • Monitor service budgets to ensure cost control while maintaining high standards of service and repair quality.
• Team Leadership
  • Lead, mentor, and develop the after-sales service function, assigning tasks, setting performance expectations, and promoting a culture of technical excellence and customer focus.
  • Collaborate with cross-functional teams to address and resolve complex equipment or service issues.
  • Support seamless post-installation transitions by coordinating between installation teams and after-sales service units, ensuring smooth handovers and ongoing customer support.
• Compliance & Reporting
  • Ensure full compliance with international maritime regulations (e.g., IMO, ISO) and internal quality and safety standards.
  • Prepare comprehensive after-sales service reports, providing actionable insights to management on customer issues, market trends, and opportunities for product improvement.

Requirements

• Education: Degree or equivalent qualification in Naval Architecture, Marine Equipment, Mechanical, Electrical, Automation or Hydraulic Engineering, or a related discipline.
• Experience: 10+ years experience in marine equipment after-sales service, with at least 3 years experience of managing a team.
• Industry Knowledge: Prior experience in shipyards with marine equipment and manufacturers, and/or classification societies is a plus. Extensive experience in troubleshooting, repairing, and commissioning marine equipment; ability to interpret technical drawings and manuals in English.
• Communication Skills: Excellent verbal and written communication skills with the ability to influence. Must be fluent in Mandarin and English (both written and verbal).
• Key Skills and Competencies: Strong communication, coordination and customer service skills, with the ability to build and maintain long lasting relationships.
• Travel: Travel will be required as part of this role, so a willingness to travel and respond to emergencies is a must.

What to Expect

• Make Waves: Contribute to a sustainable future by decarbonising the maritime industry and fighting climate change.
• Career Take-off: Develop your skills in a company that puts people first by offering training and leadership development, and strong career progression opportunities.
• Innovation Stations: Solve real-world challenges with cutting-edge tech and creative problem-solving.
• Team Spirit: Collaborate with experts from engineering, production and projects as we decarbonise the industry together.
• Around the World: Collaborate with an international team that’s driving change on a global scale.
• Own it: Take ownership of your projects and bring fresh, innovative solutions to life.

Anemoi is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.