My Client is an engineering company specialising in the manufacture of attachments for construction machines. With an uncompromising commitment to safety, they are the recognised forerunner in industry compliance. Role: After-Sales Support Manager Reports To: Head Of Operations Responsible For: After-Sales Support Coordinator Main Purpose of Role: Provide a responsive, efficient, and cost-effective after-sales service to customers, which exceeds their expectations. Duties and Responsibilities Identify, communicate, and implement opportunities for continuous improvement and measure their effectiveness. Set departmental goals and monitor progress toward them on a weekly, monthly, and annual basis. Identify, assess, and approve repair subcontractors, establish SLAs and terms, and coordinate response activity as required. Compile specifications for fitting kits for new machines in liaison with the Engineering Dept and subcontractors. Undertake customer relationship management activity, source feedback on the quality of the product and service from the organisation, and relay the information to the relevant Manager for action. Create SLAs for dealers. Coordinate the manufacture of replacement parts for older version couplers with the Production Team, and liaise with customers on lead times, dispatch, and delivery times. Maintain an updated customer pricing booklet to ensure speedy and accurate quotations for repair. Liaise with customers on breakdowns and spare part requirements, including creating recommended spare parts lists for dealers. Undertake Monthly Warranty Analysis and report on results. Analyse warranty claims and initiate investigations into each warranty claim to identify recurrent quality/engineering/supplier issues and report Monthly to the Senior Management Team on findings. Report non-conformances to the Quality Manager to facilitate investigation and contribute to the improvement of product quality. Follow up on supplier issues and arrange chargebacks. Develop the culture of the business to ensure values are demonstrated every day. Manage attendance within the team. Plan training for team members, in conjunction with business requirements. Induct, coach, and develop team members, providing feedback on performance. Conduct one-to-ones to review performance & plan objectives with Team Members. Perform any other duties, within reason and capability, as determined by the Head of Operations.