Aftersales Service Director

SUMMARY:

Summary Description

POSITION INFO:
Position: Aftersales Service Director Industry: Industrial Equipment Manufacturing Reports to: Managing Director Main Responsibilities Strategic Leadership Develop and implement the aftersales strategy aligned with the company's objectives to enhance customer satisfaction, operational efficiency, and business performance. Drive continuous improvement initiatives across all aftersales functions. Ensure the aftersales division delivers exceptional customer experiences while achieving operational and financial targets. Operational Leadership Lead and manage the workshop, field service technicians, service administration, call centre\/dispatch, warranty administration, and customer support functions. Oversee the effective planning, scheduling, and execution of service operations to maximise customer uptime and operational efficiency. Ensure high standards of service delivery across all customer touchpoints. Team Management Lead, mentor, motivate, and develop the aftersales management team and service personnel. Foster a high-performance, customer-focused culture. Establish performance objectives and monitor team performance against agreed KPIs. Customer Relationship Management Build and maintain strong relationships with key customers. Manage customer escalations and ensure timely resolution of complex service-related issues. Work proactively to improve customer satisfaction and long-term customer retention. Process Improvement Continuously review and improve aftersales processes, including service delivery, workshop operations, warranty management, spare parts support, and field service operations. Identify opportunities to improve productivity, efficiency, and service quality. Implement best practices and standard operating procedures across the aftersales function. Collaboration Work closely with the Sales, Technical, Operations, Supply Chain, and Finance teams to ensure alignment and seamless customer support. Support cross-functional initiatives that improve customer experience and business performance. Training & Development Develop and implement training programmes to enhance technical knowledge, leadership capability, product expertise, and customer service skills. Ensure ongoing development of service teams to meet business and customer requirements. Commercial & Budget Management Manage the aftersales operating budget and ensure effective allocation of resources. Monitor service performance, labour recovery, operational costs, and profitability. Drive commercial performance through effective service operations and customer support. Reporting Prepare and present regular reports on operational performance, customer service metrics, financial performance, service trends, and continuous improvement initiatives to executive management. Requirements Bachelor's Degree in Business, Engineering, Operations Management, or a related field. MBA or postgraduate management qualification will be advantageous. Proven experience in a senior aftersales, service operations, or technical service leadership role within an industrial, manufacturing, material handling, automotive, heavy equipment, or logistics environment. Demonstrated experience managing workshop operations, field service teams, service administration, customer support, and technical operations. Strong commercial acumen with experience managing budgets, operational performance, and service profitability. Proven leadership experience with the ability to build, inspire, and develop high-performing teams. Excellent communication, stakeholder management, and interpersonal skills. Proficiency in ERP, CRM, and service management systems. Strong analytical and problem-solving skills with a data-driven approach to decision-making. Key Skills Strategic Leadership Aftersales Operations Management Service Delivery Excellence Commercial & Financial Acumen Customer Relationship Management Technical Service Leadership Operational Planning Process Improvement Performance & KPI Management Team Leadership & Development Problem Solving Adaptability & Resilience Strong Organisational Skills Excellent Communication Skills Academic Requirements Bachelor's Degree in Business, Engineering, Operations Management, or a related field. MBA or postgraduate qualification will be advantageous. Company Description Our client is in the industrial manufacturing sector, providing the hardware, software, and automated machinery required to optimize supply chains and warehousing operations