Aftersales Manager – Manufacturing

Aftersales Manager – Manufacturing
Artemis Human Capital is partnering with a well-established manufacturing firm to recruit an Aftersales Manager. This newly created role is designed to enhance post-sales operations, ensuring exceptional customer satisfaction, service excellence, and business growth.

The ideal candidate will have a strong background in aftersales, customer service, and technical support within the manufacturing industry. They will lead a dedicated team to optimise spare parts management, service contracts, and customer support, contributing to overall business profitability.

Key Responsibilities

Customer Service & Support:

• Develop and implement aftersales strategies to improve customer experience and brand loyalty.
• Serve as the primary contact for customer inquiries, complaints, and service-related issues.
• Ensure prompt and effective resolution of customer concerns and technical challenges.

Spare Parts & Service Management:

• Oversee spare parts availability and cost control (procurement team manages inventory and storage).
• Develop pricing strategies for aftersales services and spare parts.
• Collaborate with manufacturing and supply chain teams to enhance spare parts distribution.

Team Leadership & Performance Management:

• Lead and develop the aftersales team, including service technicians and customer support staff.
• Provide training and coaching to maintain high service standards.
• Monitor KPIs and performance metrics to drive continuous improvement.

Process Improvement & Business Growth:

• Identify revenue opportunities through service contracts, extended warranties, and spare parts sales.
• Work closely with the sales team to ensure a smooth transition from sales to aftersales service.
• Implement and refine aftersales software systems and processes.

Compliance & Reporting:

• Ensure adherence to industry regulations, safety standards, and company policies.
• Generate reports on customer feedback, service performance, and revenue trends.

Key Requirements:

• 5+ years of experience in aftersales, customer service, or service management within the manufacturing sector.
• Strong leadership, communication, and problem-solving skills.
• Experience with ERP/CRM systems for aftersales and service management.
• Knowledge of spare parts logistics and technical service operations.
• Ability to analyse data and develop strategies for service improvement.

Contact:

For more information, reach out to Nicky Strutt.