After Sales Manager in London

MCS Group are proud to be partnering with a leading, innovative manufacturing business to recruit an After-Sales Support Manager. This opportunity is ideally suited to a proactive, customer‑focused operations professional with proven experience in after‑sales service, warranty management, and team leadership within an engineering or manufacturing environment. The successful candidate will take ownership of the after‑sales function, ensuring a responsive, efficient, and cost‑effective service that consistently exceeds customer expectations while driving continuous improvement across the department.

Role & Responsibilities

• Take full responsibility for the after‑sales support function, ensuring timely resolution of customer complaints, product issues, and service requests.
• Develop and implement continuous improvement initiatives, measuring effectiveness and driving operational efficiencies across the department.
• Set clear departmental objectives and monitor performance against weekly, monthly, and annual targets.
• Identify, assess, and manage repair subcontractors, establishing SLAs, terms of engagement, and coordinating service response activities.
• Collaborate with the Engineering team and external partners to compile specifications for fitting kits for new machinery.
• Create and manage SLAs for dealer networks to ensure consistent service standards.
• Coordinate with the Production team to manufacture replacement parts for legacy products, managing customer communication around lead times and delivery.
• Maintain and update customer pricing documentation to support accurate and efficient repair quotations.
• Act as a key point of contact for customers regarding breakdowns and spare parts, including developing recommended spare parts lists for dealers.
• Conduct monthly warranty analysis, investigating claims to identify recurring quality, engineering, or supplier issues, and report findings to senior management.
• Report non‑conformances to the Quality team and contribute to product improvement initiatives.
• Manage supplier performance issues, including follow‑up actions and chargeback processes.
• Lead, coach, and develop the after‑sales team, including performance management, training planning, and regular one‑to‑one reviews.
• Collaborate cross‑functionally with Engineering, Production, Sales, and senior leadership to support overall business objectives.

Essential Skills & Criteria

• Proven experience in an after‑sales, service, or customer support management role within a manufacturing or engineering environment.
• Strong track record in managing and developing teams, including coaching, performance management, and training delivery.
• Experience in warranty management, including claims analysis, reporting, and identifying recurring operational or product issues.
• Background in managing subcontractors or suppliers, including SLA development and performance monitoring.
• Strong analytical capability with experience producing reports and insights to support senior management decision‑making.
• Solid commercial awareness, including cost control, pricing structures, and quotation management.
• Highly organized, proactive, and capable of operating effectively in a fast‑paced, customer‑focused environment.

What's On Offer

Salary up to £45,000, 29 days annual leave.