Head of After Sales & Customer Support

Salary: £50,400 – £60,000 per year

Reporting to the Managing Director, you will assume full responsibility for the customer support and service department. This includes developing a strategy for growth, financial performance, leadership, service prioritisation and delivery, and training and management of staff for the department.

The successful candidate will collaborate with the Head of Sales to understand customer after sales requirements, deliver quotations for new work, and will carry out independent business development to expand on opportunities for the department.

The ideal candidate will have a track record of similar support and service experience, efficiently delivering multiple concurrent customer-focused service contracts. You should also have experience of working with engineering and project management departments.

You should have excellent people management and organisational skills, as well as a desire to deliver the highest level of customer service and support.

It is envisaged that the department will comprise service engineers, estimating, and technical authoring, whilst pulling on the engineering department; but as this is a new role within the business the candidate will be able to shape the department structure to best achieve the objectives of the role.

Key Responsibilities

Co-ordination with Head of Sales to ensure customer requirements/opportunities are handled via the most appropriate route (service/support or project based)

Building and maintaining strong, long-lasting customer relationships

Identifying and securing customers and opportunities that will provide strong margin performance and recurring revenue

Negotiating contracts and service agreements to minimise company exposure whilst maintaining profitability

Ensuring the timely and successful delivery of support in line with contract requirements and managing customer expectations

Developing and delivering key metrics to drive the department performance and provide reporting to the Senior Management Team

Ensuring all customer issues and warranty claims are dealt with in a swift and satisfactory manner

Manage the service department, ensuring all resource requirements are maintained

To work closely with other heads of departments to ensure that all sales and support activity is coordinated and optimised

To effectively manage the customer support and service team priorities to ensure excellent customer service is delivered and maintained

In partnership with the design leads, gain knowledge of each project design to ensure all opportunities for service and support upselling are identified

Key Skills & Experience

Track record in a similar support and service department within an engineering environment

Efficient delivery of multiple concurrent customer-focused service contracts

Experience working with engineering and customer service departments

Excellent interpersonal and communication skills (written and oral) with the ability to communicate at all levels and across various teams – includes customers, suppliers and Sewtec employees

The ability to work well under pressure whilst maintaining flexibility and agility

Excellent people management and organisational skills

The desire to deliver a high level of customer service and support

Strong IT, analytical and report writing skills