Job type: Permanent Location: Wrightbus Closing date: Tuesday 18 Mar 2025 08:00 Location: Ballymena, Northern Ireland, United Kingdom Wrightbus is a leading manufacturer of buses and coaches, renowned for its innovation, quality, and commitment to sustainability. We are dedicated to providing exceptional customer service and support to our clients worldwide. Job Summary: The Head of Engineering Customer Support will lead and manage the engineering customer support process, ensuring the highest level of technical support for our customers. This role requires a strategic thinker with strong leadership skills and a deep understanding of engineering principles and customer service excellence. Key Responsibilities: Lead and manage the engineering customer support process. Develop and implement customer support strategies, policies, and procedures to ensure timely and effective resolution of customer issues. Collaborate with cross-functional teams, including engineering, All Service One, and sales, to address customer concerns and improve product quality and reliability. Monitor and analyze customer feedback and support metrics to identify trends and areas for improvement. Drive continuous improvement initiatives to enhance customer satisfaction and support efficiency. Ensure compliance with industry standards, regulations, and company policies. Provide technical expertise and support to customers, addressing complex engineering issues and offering solutions. Develop and maintain strong relationships with key customers, acting as the primary point of contact for engineering support. Prepare and present reports on customer support performance and initiatives to senior management. Qualifications: Engineering Qualification; degree preferred. Minimum of 10 years of experience in engineering and customer support roles, with at least 5 years in the bus industry. Strong technical knowledge of engineering principles and practices. Excellent leadership, communication, and interpersonal skills. Proven ability to develop and implement customer support strategies and initiatives. Experience with data analysis and performance metrics. Strong problem-solving and decision-making abilities. Ability to work effectively in a fast-paced, dynamic environment. Knowledge of the automotive or transportation industry is a plus. Benefits: Competitive salary and benefits package. Opportunities for professional growth and development. Collaborative and innovative work environment. Commitment to sustainability and making a positive impact on the environment. Life Insurance Medicash scheme Discount with local businesses e.g. Galgorm Spa Resort and McAtamney's. Free car parking Canteen Career progression Professional development Flexitime wbstaff To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process click the Continue to Application or Login/Register to apply button below.