MCS Group are proud to be partnering with a leading, innovative manufacturing business to recruit an After-Sales Support Manager.This opportunity is ideally suited to a proactive, customer-focused operations professional with proven experience in after-sales service, warranty management, and team leadership within an engineering or manufacturing environment. The successful candidate will take ownership of the after-sales function, ensuring a responsive, efficient, and cost-effective service that consistently exceeds customer expectations while driving continuous improvement across the department.Role & ResponsibilitiesTake full responsibility for the after-sales support function, ensuring timely resolution of customer complaints, product issues, and service requestsDevelop and implement continuous improvement initiatives, measuring effectiveness and driving operational efficiencies across the departmentSet clear departmental objectives and monitor performance against weekly, monthly, and annual targetsIdentify, assess, and manage repair subcontractors, establishing SLAs, terms of engagement, and coordinating service response activitiesCollaborate with the Engineering team and external partners to compile specifications for fitting kits for new machineryCreate and manage SLAs for dealer networks to ensure consistent service standardsCoordinate with the Production team to manufacture replacement parts for legacy products, managing customer communication around lead times and deliveryMaintain and update customer pricing documentation to support accurate and efficient repair quotationsAct as a key point of contact for customers regarding breakdowns and spare parts, including developing recommended spare parts lists for dealersConduct monthly warranty analysis, investigating claims to identify recurring quality, engineering, or supplier issues, and report findings to senior managementReport non-conformances to the Quality team and contribute to product improvement initiativesManage supplier performance issues, including follow-up actions and chargeback processesLead, coach, and develop the after-sales team, including performance management, training planning, and regular one-to-one reviewsCollaborate cross-functionally with Engineering, Production, Sales, and senior leadership to support overall business objectivesEssential Skills & CriteriaProven experience in an after-sales, service, or customer support management role within a manufacturing or engineering environmentStrong track record in managing and developing teams, including coaching, performance management, and training deliveryExperience in warranty management, including claims analysis, reporting, and identifying recurring operational or product issuesBackground in managing subcontractors or suppliers, including SLA development and performance monitoringStrong analytical capability with experience producing reports and insights to support senior management decision-makingSolid commercial awareness, including cost control, pricing structures, and quotation managementHighly organised, proactive, and capable of operating effectively in a fast-paced, customer-focused environmentWhat's On OfferSalary up to £45,00029 days annual leave (including bank holidays)Early Friday finish, with flexibility built into the working week to support work-life balanceClear progression potential as the after-sales function grows, with scope to expand team size and leadership responsibilityHow To ApplyTo speak in absolute confidence about this opportunity please send an up to date CV via the link provided or contact Charlie Plant, Associate Specialist Consultant at MCS Group on 02896935491 .Even if this position is not right for you, we may have others that are. Please visit MCS Group to view a wide selection of our current jobs mcsgroup.jobsMCS Group is committed to Equality, Diversity, and Inclusion for all, being the first recruitment agency in NI to achieve Bronze Diversity Mark accreditation, if you have a disability which means you require a reasonable adjustment to be considered at any stage of the recruitment process, please contact us and we will endeavour to facilitate the request.Not all agencies are the same…MCS Group are passionate about providing a first-class service to all our customers and have an independent review rating of 4.9 stars on Google.