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- Tasks: Lead a team to deliver top-notch after-sales support and enhance customer satisfaction.
- Company: Join a dynamic manufacturing company focused on innovation and customer care.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Why this job: Make a real difference by improving customer experiences and driving operational excellence.
- Qualifications: Experience in after-sales support and team management is essential.
- Other info: Be part of a culture that values continuous improvement and teamwork.
The predicted salary is between 40000 - 50000 £ per year.
Reports To: Head Of Operations
Responsible For: After-Sales Support Coordinator
Key Relationships: All Managers & Teams
Performance Measures: Time taken to resolve customer complaints/product issues, customer satisfaction, cost of warranty
Main Purpose of Role: Provide a responsive, efficient and cost effective after sales service to customers, which exceeds their expectations.
Duties and Responsibilities:
- Identify, communicate and implement opportunities for continuous improvement and measure their effectiveness.
- Set departmental goals and monitor progress toward them on a weekly, monthly and annual basis.
- Identify, assess and approve repair subcontractors, establish SLAs and terms, and coordinate response activity as required.
- Compile specifications for fitting kits for new machines in liaison with Engineering Dept and subcontractors.
- Undertake customer relationship management activity, source feedback on quality of product and the service from the organisation, and relay the information to the relevant Manager for action.
- Create SLAs for dealers.
- Coordinate the manufacture of replacement parts for older version couplers with Production Team, and liaise with customer on lead times, dispatch and delivery times.
- Maintain updated customer pricing booklet to ensure speedy and accurate quotations for repair.
- Liaise with customers on breakdowns and spare part requirements to include creating recommended spare parts lists for dealers.
- Undertake Monthly Warranty Analysis and report on results.
- Analyse warranty claims and initiate investigation into each warranty claim to identify recurrent quality/engineering/supplier issues and report Monthly to Senior Management Team on findings.
- Report non-conformance to Quality Manager to facilitate investigation, and contribute to the improvement of product quality.
- Follow up on supplier issues and arrange charge backs.
- Develop the culture of the business to ensure values are demonstrated every day.
- Manage attendance within the team.
- Plan training for team members, in conjunction with the business requirements.
- Induct, coach and develop team members, provide feedback on performance.
- Undertake one-to-ones to review performance & plan objectives with Team Members.
- Any other duties, within reason and capability, as determined by the Head Of Operations.
Experience Required:
- Proven experience in an after-sales, service, or customer support management role, ideally within a manufacturing or engineering environment.
- Demonstrated experience in managing and developing teams, including performance management, coaching, and training.
- Strong background in handling customer complaints, product issues, and service delivery, with a focus on resolution and customer satisfaction.
- Experience in warranty management, including claims analysis, reporting, and identifying recurring issues.
- Previous involvement in working with subcontractors/suppliers, including setting SLAs and managing performance.
- Experience coordinating with cross-functional teams (e.g. Engineering, Production, Sales).
- Proven ability to analyse data and produce reports for senior management to support decision-making.
- Experience in continuous improvement initiatives and driving operational efficiencies.
- Strong commercial awareness, including cost control, pricing, and quotation management.
- Experience working in a fast-paced, customer-focused environment.
After Sales Support Manager in Newry employer: Hill Engineering Ltd
Contact Detail:
Hill Engineering Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land After Sales Support Manager in Newry
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for an After Sales Support Manager role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its after-sales processes. Think about how your experience aligns with their needs, especially in managing customer complaints and warranty issues. We want you to shine when it comes to demonstrating your problem-solving skills!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family, focusing on common questions related to team management and customer satisfaction. This will help you articulate your thoughts clearly and confidently during the real deal.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand. Let’s get you that After Sales Support Manager position!
We think you need these skills to ace After Sales Support Manager in Newry
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the After Sales Support Manager role. Highlight your experience in after-sales service, team management, and customer satisfaction. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about after-sales support and how you can contribute to our team's success. Keep it engaging and relevant to the job description.
Showcase Your Achievements: When detailing your experience, focus on specific achievements that demonstrate your ability to improve customer satisfaction and resolve issues efficiently. Numbers and examples speak volumes, so don’t hold back!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Hill Engineering Ltd
✨Know Your After-Sales Stuff
Make sure you brush up on your after-sales support knowledge. Understand the key responsibilities of the role, like managing customer complaints and warranty claims. Be ready to discuss how you've handled similar situations in the past and what strategies you used to improve customer satisfaction.
✨Show Off Your Team Management Skills
Since this role involves managing a team, be prepared to talk about your experience in coaching and developing team members. Share specific examples of how you've motivated your team and improved their performance. Highlight any training initiatives you've implemented that led to better results.
✨Get Familiar with SLAs and Supplier Management
Understanding Service Level Agreements (SLAs) is crucial for this position. Be ready to discuss your experience in setting SLAs with subcontractors and how you've managed their performance. If you have examples of how you've resolved supplier issues or improved service delivery, make sure to mention them!
✨Data Analysis is Key
This role requires strong analytical skills, especially when it comes to warranty management and reporting. Prepare to discuss how you've used data to identify trends and drive improvements. Bring examples of reports you've created for senior management and how those insights influenced decision-making.