Engineering Service Manager

Technical Service Manager

£40,000 - £45,000 per annum

Location: Hinckley

Technical Customer Services Manager required for a growing and reputable manufacturing business in Hinckley.

The ideal candidate for this role will have worked within a Customer focused Engineering role previously. - Customer Support, Sales, or Technical support type roles would transfer well. You will ideally have technical engineering knowledge in Mechanical or Electrical

The Technical Customer Service Manager is responsible for driving improvements in customer service. You will be a technical support for customers , providing advice and looking into warranty issues. You will undertake reporting on Customer Service KPI’s, and analyse trends, making recommendations to inform future strategy.

This role includes functional management of the customer service team, including coaching and development of staff.

The ideal candidate for this role with be in a similar position currently or be a sales engineer / account manager with an engineering background.

Key Responsibilities:

• Direct line management of the customer service and project team - 4 staff
• Coaching and development of customer service in UK and USA
• Supervision & escalation route for end-to-end customer service, from pre-sales queries through to aftersales support and including proper communication during order fulfilment.
• Ensuring proper aftersales and warranty support to customers, guiding, and supporting customers through complex issues, intervening in difficult situations and making decisions on the best route to solve issues
• Active role in setting appropriate customer service KPIs, monitoring and reporting against them.
• Assessing and reporting on customer feedback trends and making recommendations for improvement based on findings
• Play a crucial part in designing and developing training in products, services, customer service practices and internal processes to customer service team and other departments
• Oversight of export, trade, and logistics - ensuring accurate and complete export paperwork and the observation of all rules, guidelines, and norms
• Support senior management team in implementing business change projects, including promoting adaptability to change within the business
• Promotion of customer engagement and satisfaction internally across the business

Knowledge, Skills & Experience:

• Demonstrable background in Customer Service or Sales, or Commercial support function within a engineering or manufacturing business.
• Ideally Mechanical or Electrical expereince
• Demonstrable background in management and motivation of staff.
• Ability to produce accurate and concise written documentation using correct vocabulary and grammar.
• The ability to be decisive and diplomatic in adversarial situations.
• Implementing customer service metrics, monitoring, and reporting against agreed targets and driving for improvement in customer experience - not essential but nice to have
• Developing and/or disseminating training
• Working in a sales target-focussed culture and an appreciation of own team’s influence on sales performance
• Working in a technical manufacturing B2B

Pay & Benefits

• A basic salary of up to £45,000 per annum
• 25 days holiday plus bank holidays
• Solid pension scheme
• Flexible working
• Free onsite parking
• Fun and friendly atmosphere