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Role: After-Sales Support Manager 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., • Compiling 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., • Maintaining 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

Key Account Growth Manager Newry Vickerstock are partnering with a well-established food business supplying premium products to a loyal and growing customer base. We are currently recruiting for a Key Account Growth Manager to join their Senior Managemant Team based in Newry. This is an excellent opportunity to shape strategic partnerships and play a key role in driving commercial growth. What’s on offer: • £50,000 – £60,000 salary (depending on experience), • Lucrative performance bonus, • Monday to Friday, • Fully onsite position Your day to day Reporting to the MD the Key Account Growth Manager will be responsible for managing and developing key customer relationships, driving revenue growth, retention and long-term partnerships. You will act as the primary commercial contact for strategic accounts while ensuring exceptional service delivery. Key Responsibilities: Account Management & Relationship Development • Act as the main point of contact for assigned customers, • Build strong, trusted partnerships, • Conduct regular account reviews and performance updates, • Identify and deliver growth opportunities within existing accounts, • Monitor account performance and profitability, • Ensure smooth and efficient delivery of products and services, • Collaborate with internal teams to resolve issues, • Escalate risks where necessary, • Track KPIs and account performance, • Prepare reports and analyse commercial trends, • Provide insight to support strategic decision-making Your essential ingredients • Proven experience in account management, business development, commercial management role within the food sector, • Strong relationship-building and communication skills, • Commercial awareness with a results-driven mindset, • Strategic planning and negotiation ability, • Ability to manage multiple priorities in a fast-paced environment, • Proficiency in Microsoft Office (Excel, PowerPoint, Word), • Experience managing high-value or strategic accounts, • Industry-specific knowledge (food manufacturing/FMCG, ideally meat) Interested in finding out more? Contact Paul Muir for a confidential discussion on 028 9031 3720, or submit an updated CV via the link on the page. By applying for this role, you accept the terms of processing. Please find our privacy policy on our website. As a specialist recruiter within Food Manufacturing/FMCG with over 7 years’ experience, I recruit Production & Operations professionals at all levels across Northern Ireland. If this role is not quite right for you but you work within Food Production or Operations in Northern Ireland, please feel free to share your CV for future consideration.

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