Quality & Aftersales Manager in Leeds

The Quality & Aftersales Manager is responsible for ensuring that products and services meet established quality standards while delivering an exceptional post-sale customer experience. This role oversees quality control processes, manages customer support and warranty functions, and drives continuous improvement initiatives to enhance customer satisfaction and operational performance.

Responsibilities

• Develop, implement, and maintain quality/business management systems and procedures.
• Monitor product/service quality and ensure compliance with industry standards and regulations.
• Continual development of the quality system ensuring that the quality management system conforms to the requirements of ISO 9001.
• Lead internal and external audits, inspections, and corrective/preventive actions.
• Analyse quality data and identify trends, root causes, and improvement opportunities.
• Collaborate with production, engineering, and suppliers to resolve quality issues.
• Act as the single point of contact for all customers regarding aftersales technical enquiries and warranty matters.
• Assess warranty claims to determine validity in line with company policy and warranty terms.
• Handle the initial triage on complaints and customer support issues.
• Manage the full lifecycle of aftersales and warranty cases, from first notification through to final closure.
• Record complaints into the appropriate systems.
• Liaise with the relevant departments to agree a way forward.
• Assign ownership of complaints and coordinate investigations internally and draft (technical) reports/responses to customers, collating information from all pertinent parties.
• Liaise with customers and keep them informed of progress against their complaints.
• Validate and audit Corrective Actions to ensure they are in place, effective and sufficiently robust to prevent a recurrence.
• Ensure complaints are closed to the satisfaction of our customers and where necessary produce a closing report.
• Report key After Sales performance statistics weekly/monthly as necessary.
• Attend client/site meetings face to face as required.
• Drive continuous improvement initiatives across quality and aftersales functions.
• Use customer feedback and performance metrics to enhance processes and products.
• Lead cross-functional projects to improve efficiency and reduce defects or returns.

Skills, knowledge & experience

• Experience in leadership and management – Essential.
• Experience of working with transformers – Essential.
• Proven experience in a Quality, Aftersales, or Quality & Customer Support management role preferably within a manufacturing environment - Essential.
• In depth knowledge of quality and business management systems (e.g. CAQ, APQP, PDM or similar) - Essential.
• Certified in Six Sigma, Lean Management, TQM, or a similar methodology - Essential.
• Expertise and knowledge of ISO standards - Essential.
• Strong communication skills, with the confidence to liaise effectively with clients and contractors - Essential.
• Strong analytical, technical and organisational abilities with a hands-on approach to problem solving - Essential.
• Driving licence - Essential.
• Experience working with ERP / MRP systems (MS Dynamics preferably).
• Experience attending client or site meetings and dealing directly with customers.
• Team player committed to high performance and accountability.
• Ability to work to strict timelines.
• Expertise and knowledge of industry standards, regulations, and compliance requirements.

Salary & benefits

• Salary negotiable dependent on experience.
• 37.5 hours per week.
• 25 days holiday per year plus 8 bank holidays.
• 3 x salary death in service.
• EV salary sacrifice scheme.
• On-site parking with EV chargers.
• 4 weeks full maternity / paternity leave.