Aftersales Support Manager Permanent Newry The Role: Our client based in Newry require an After-sales Support Manager to join their company and become an integral part of the team. You will provide a responsive, efficient and cost effective after sales service to customers, which exceeds their expectations. 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. Compiling specifications for fitting kits for new machines in liaison with Engineering Dept and subcontractors. Undertake customer relationship management activity, source feedback on quality of product and the service from the organisation and relay the information to the relevant Manager for action. Coordinate the manufacture of replacement parts for older version couplers with Production Team, and liaise with customer on lead times, dispatch and delivery times. Maintaining updated customer pricing booklet to ensure speedy and accurate quotations for repair. Liaise with customers on breakdowns and spare part requirements to include creating recommended spare parts lists for dealers. Undertake Monthly Warranty Analysis and report on results Analyse warranty claims and initiate investigation into each warranty claim to identify recurrent quality / engineering / supplier issues and report Monthly to Senior Management Team on findings. Report non-conformance to Quality Manager to facilitate investigation and contribute to the improvement of product quality. Follow up on supplier issues and arrange charge backs. 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 the business requirements. Induct, coach and develop team members, provide feedback on performance. Undertake one-to-ones to review performance & plan objectives with Team Members Any other duties, within reason and capability, as determined by the Head of Operations Essential requirements: Previous experience in sales, customer service or after sales role A passion for delivering excellent customer service, with empathy and patience in handling customer concerns. Strong collaboration skills, with the ability to work well within a team environment. Previous experience in managing and developing teams IT Skills - proficient in the use of Microsoft Office applications Excellent organisational abilities, with a keen eye for detail and the ability to manage multiple tasks simultaneously. Strong verbal and written communication skills, with the ability to explain technical information clearly. Hours: Mon - Fri 8.30am - 5.30pm Salary: Competitive (based on experience) Why use Staffline? This may not matter to you when you're looking for a new opportunity, but we just wanted to tell you a little bit about Staffline. We know that finding the right job can be challenging and we have the tools and resources to help you succeed. An established recruitment agency since 1983, we offer permanent and temporary job solutions to lots of different clients in multiple industry sectors in Northern Ireland and Republic of Ireland. For further information please apply with your up-to-date CV by clicking the button lisburnbranch Skills: manage performance grow sales customer service