HOURS: 37 ½ hours per wk – Mon – Thurs 0815 – 1700/ Fri 0815 – 1245
About the role:
We are recruiting for an exciting brand new role as a Head of Aftermarket Services. You will mainly be responsible for driving growth of aftermarket service offerings, spare parts, and customer support programmes to maximise revenue and customer satisfaction. This role is pivotal in ensuring high levels of customer service excellence through quality service and operational efficiency.
This role requires a strategic visionary who can navigate the complexities of service delivery, manage operational excellence, and foster strong relationships with clients. You will work closely with cross-functional teams to align our service offerings with customer needs and expectations while driving continuous improvement initiatives.
The ideal candidate is a strong leader with a proven track record in aftermarket services or related fields, capable of inspiring and coaching a diverse team of professionals. You will also be tasked with identifying market trends, leveraging data analytics, and implementing best practices to ensure that our aftermarket services are competitive and contribute to the overall success of the organisation.
Main Responsibilities:
* Lead, motivate, and develop the after-market team, fostering a culture of customer excellence, accountability, and continuous improvement.
* Develop, implement and review departmental strategy.
* Conduct analytical evaluation of performance data for root cause analysis, continuous improvement and strategic review.
* Keep up to date with aftermarket services offerings, industry trends and customer service expectations.
* Develop and manage the Aftermarket Services budget.
* Track financial performance for cost effectiveness, opportunity and profitability.
* Oversee the daily operational efficiencies of Aftermarket Services including inventory management for timely availability and reduced customer downtime.
* Establish key working relationships and partnerships with both internal and external customers.
* Work in compliance with all relevant industry legislation, standards and company policies.
* Develop, implement and review after sales practical product training in the field, within the UK and overseas.
* Oversee the development of training materials such as tutorials, webinars and step-by-step guides.
* Manage the development of product manuals and documentation.
* Fulfill management reporting responsibilities.
* Perform any other duties that may be reasonably compatible with the nature and scope of the role.
About the person:
To be a successful candidate for this role you must be able to demonstrate the below attributes and skillsets:
Qualifications/ Education:
* Degree in Business, Mechanical Engineering or professional certifications within a related field.
Technical Skills/ Experience:
* Strong proven experience in a similar leadership role in aftermarket services, project management, or mechanical engineering ideally within a manufacturing environment.
* Experience in managing service contracts, spare parts logistics, repairs, warranty management, including product training and customer support processes.
* Familiarity with CRM, ERP, and service management software (e.g., Dynamics, ILS etc.).
* Strong data analysis skills, with the ability to interpret for informed decision making.
* Financial acumen and experience managing budgets and forecasting revenue and expenses.
* Proven track record of developing and executing successful aftermarket strategies and processes.
* Demonstrable ability to drive revenue growth and profitability.
Personal Attributes/ Person Specification:
* Exceptional communication skills, both written and verbal, with the ability to engage and collaborate effectively with customers, executives, and internal teams.
* Excellent problem-solving, analytical, and decision-making skills.
* Strategic thinker with the ability to translate ideas into actionable plans.
* Ability to manage and improve multiple projects simultaneously.
* A proactive mindset with a strong customer service orientation and a passion for continuous improvement.
* Experience and knowledge of lean and continuous improvement principles; 5S, FMEA, VSM, Process flow, A3 Problem solving etc.
How to apply:
If you’re ready to take the next step in your career and be a part of a company that values your skills and contributions, we encourage you to apply for our Head of Aftermarket Services role today by emailing your CV and contact details – remembering to include the role you are applying for – to our Talent Acquisition Manager at recruitment@msi-dsl.com.
About our benefits:
* Pension – 3.5% E’r / min 3.5% E’ee (salary sacrifice if you want to contribute more).
* Compressed working hours Monday – Thursday 0815 – 1700/ Friday 0815 – 1245 **Half day Fridays**.
* 22.5 days/ 5 weeks holiday plus bank holidays (this will be pro-rata’d) **Fridays is a half day holiday**.
* Christmas Shutdown **this will be taken out of the holiday allocation**.
* Westfield Health Cash plan, gym discount and shopping rewards.
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