Aftersales Support Engineer - Team Leader Snacks in Birmingham

Main Purpose of the role

To lead and support the delivery of exceptional customer support services, ensuring that customer requirements are met efficiently and professionally. The role is responsible for overseeing the day-to-day activities of the administrative and technical support teams, managing the performance and development of assigned engineers, and driving continuous improvement within the Aftersales function

Primary Responsibilities

• Lead, supervise, and support a team of Aftersales Engineers to deliver high-quality customer support and service.
• Monitor team performance and identify training and development requirements to enhance technical competence and service delivery.
• Escalate and report operational, technical, or personnel issues affecting the team to the Aftersales General Manager, together with recommended actions where appropriate.
• Remain available and accessible during contracted working hours to support business and customer requirements.
• Demonstrate flexibility by working reasonable overtime, including weekends, when required to meet operational demands.
• Attend customer sites as required to provide technical support, customer assistance, or management oversight.
• Provide regular performance, operational, and service reports to the Aftersales General Manager on a monthly basis or as otherwise requested.
• Foster effective communication and collaboration with all departments across the business.
• Develop, implement, and continuously improve support structures, processes, and procedures to meet evolving business needs.
• Attend meetings, training sessions, and company events as required.
• Ensure the Technical Support team is kept fully informed of customer issues, service trends, and escalation requirements.
• Conduct employee appraisals, performance reviews, and Skills Matrix assessments in accordance with company policies and procedures.
• Ensure engineers are regularly updated on company products, services, technical developments, and best practices.
• Drive a culture focused on achieving and maintaining the highest levels of customer satisfaction.
• Support the development and implementation of customer-focused systems, applications, and service initiatives.
• Monitor, measure, and report on team performance, service improvements, and operational efficiencies.
• Work closely with Project Management and Administration teams to ensure the effective scheduling and allocation of engineering resources based on skills, availability, and customer requirements.
• Promote adherence to company policies, procedures, health and safety requirements, and quality standards.

What Skills are we looking for?

To be successful in this role, you must have excellent customer service skills and the ability to build and maintain strong relationships with both customers and internal stakeholders. You will demonstrate strong leadership capabilities, with the ability to motivate, support and develop team members while working collaboratively across Aftersales, Technical Support, Administration and the wider business. You will also have excellent organisational, communication and problem-solving skills, ensuring all work is completed accurately, efficiently and in line with company procedures and service standards.

The ideal candidate will have a proactive and professional approach, always maintaining high standards of conduct and representing the company positively. You will be driven by continuous improvement, with the ability to identify opportunities to enhance service delivery, operational efficiency and customer satisfaction. You will also be results-focused, with the ability to manage priorities effectively and consistently deliver against agreed objectives, deadlines and key performance indicators (KPIs).

Applications should be submitted by the close of Friday 17 July 2026

Are you interested in this opportunity?

If you would like an informal conversation about the role before applying, please contact Adrian Vaughan, discuss with your manager and then apply using the link in the email.