Service Support Manager
This is a highly respected organisation with a strong reputation and a supportive work environment.
Key Responsibilities:
* Manage and continuously improve the after-sales service, tracking measurable performance improvements.
* Establish, monitor, and report on departmental objectives regularly.
* Select and oversee repair subcontractors, defining SLAs and coordinating their activities.
* Work closely with Engineering and subcontractors to specify fitting kits for new machinery.
* Maintain strong customer relationships, capturing feedback and escalating issues where necessary.
* Develop and implement service-level agreements for dealers.
* Oversee the production and supply of legacy replacement parts, managing communications around lead times and delivery.
* Maintain an up-to-date customer pricing guide to provide accurate and timely repair quotations.
* Liaise with customers regarding machine breakdowns and spare parts, preparing tailored spare parts lists for dealers.
* Conduct and report on monthly warranty analysis.
* Investigate warranty claims to identify recurring issues and present findings to senior management.
* Escalate non-conformance issues to the Quality Manager and support product quality improvements.
* Resolve supplier-related issues and manage chargeback processes where necessary.
* Promote company values through daily operations and leadership.
* Oversee team attendance, development, and training in line with business needs.
Skills: aftersales manager supervisor team leader service customer service warranty parts