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My client is an established designer, manufacturer and supplier of bespoke, turnkey industrial machinery worldwide. With a reputation for providing the highest levels of product and after service care to their customers, they are currently looking to recruit an experienced Service & Parts professional to lead and manage the development and implementation of a Service and Parts Department which will oversee the entire service and parts lifecycle, from product release, development and to aftermarket support & field service operations.
This is an exciting opportunity to lead a new subsidiary of the business and offers great progression opportunities and the autonomy to guide and grow this new aspect of the business. This role will play a critical role in ensuring customer satisfaction, driving revenue growth and enhancing the overall brand reputation of the organisation.
Key Responsibilities:
- Develop and implement a comprehensive service and parts strategy aligned with overall business objectives.
- Identify and prioritise service and parts opportunities to maximise revenue and profitability.
- Forecast future service and parts demand to optimise inventory levels and resource allocation.
- Lead the development of high-quality service and parts solutions, including diagnostics, repair procedures, and spare parts kits.
- Ensure service and parts documentation is accurate, up-to-date, and easily accessible to field service technicians and customers.
- Collaborate with suppliers to source and procure high-quality, cost-effective service and parts.
- Oversee the planning, scheduling, and execution of field service operations, including installations, repairs, and maintenance.
- Monitor and analyse field service performance to identify areas for improvement.
- Develop and implement training programs to enhance the skills and knowledge of field service technicians.
- Provide exceptional customer support by resolving service issues promptly and effectively.
- Build strong relationships with customers to understand their needs and expectations.
- Implement customer satisfaction programs to measure and improve customer experience.
- Lead and motivate a high-performing team of service and parts engineers, technicians, and support staff.
- Foster a culture of innovation, continuous improvement, and customer focus.
- Recruit, hire, and develop talented individuals to strengthen the team
Experience Requirements
- At least 5 years' experience in service and parts management, ideally gained within a manufacturing or engineering environment
- Strong technical knowledge of engineering principles and product design
- Proven track record of leading and managing high performing teams
- Excellent problem-solving and decision-making ability
- Previous experience of using relevant software tools (ERP / CRM etc.)
- A strong understanding and knowledge of international trade and logistics is advantageous
