After Sales Support Manager
hace 14 días
Newry
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