After Sales Manager

Job Title: After Sales Manager

Reports To: Operations Director

Hours/Days/Status: 0800-1700 hours, 40hpw (hours in excess of those contracted may be required to fulfil the duties), Monday-Friday, Permanent, Full Time

Job Summary: Manage the service department, including customer and dealership service interactions and repairs.

Provide the highest level of customer service with a sales-minded attitude and develop lasting customer relationships.

 

KEY RESPONSIBILITIES & DUTIES:

After-Sales

  • Train, motivate and lead after-sales teams to achieve set objectives and targets to drive the business forwards.
  • Ensure adequate spare parts stocking levels for dealers, distributors and internally.
  • Develop working knowledge of industry standards and practices including product details and company services offered.
  • Ensure administrative tasks are completed correctly and promptly.
  • Improve service methods to increase productivity and customer service.
  • Regularly audit work carried out and customer service levels to ensure all standards are met and repair work is carried out effectively and correctly.
  • Obtain customer feedback regarding product/service quality/improvements.
  • Assist customers in resolving issues and complaints concerning purchased products or services.
  • Build and establish good working relationship with customers to facilitate increased patronage and revenue.
  • Monitor contract details to notify clients of pending expiration and help process renewal.
  • Supervise the operations of after-sales teams to ensure set targets are met.
  • Develop and implement strategies effective for ensuring a satisfied clientele and increased returns.
  • Align the team with the goals of the company business plan.
  • Take control of warranty, customer return, supplier return process.
  • Create and implement new systems and procedures to streamline.
  • Direct and coordinate the customer service operation of the team to ensure clients are tended appropriately in line with set customer service standards.
  • Develop and optimise support and service processes, tools, and systems.
  • Oversee all post-sales services provided to clients to ensure customer satisfaction.
  • Maintain an up-to-date knowledge of job operations by conducting research.
  • Provide periodic reports to management on all after-sales activities.
  • Ensure compliance with all general and company policies when carrying out job duties.
  • Participate in Management Meetings.

Health & Safety

  • Strict adherence to the company’s health and safety policies and procedures at all times.
  • Recognise and assess potential risks throughout each day and update line manager.

Essential candidate requirements

  • A minimum of 5 years' experience in an after-sales role.
  • Proven management experience – setting objectives, monitoring performance, motivating team.
  • Ability to build and manage customer relationships.
  • Strong communication skills.
  • An experienced self-starter with the ability to develop and implement solutions necessary to ensure increased customer satisfaction.
  • Proven experience in documenting standard operating procedures and manuals with a view to continuous improvement.
  • Ability to build a power point presentation and deliver a high spec training programme.
  • Ability to travel worldwide to support the export business.
  • Agricultural manufacturer service background.

Desired candidate requirements

  • A degree in engineering, business administration, economics or any other related business discipline.
  • Available immediately.
  • Export trade knowledge.
  • Manufacturing background.
  • A genuine interest in agriculture and supporting knowledge.

 

We are looking to appoint the successful candidate as soon as possible, therefore, if you are interested please email your CV and a covering letter to ellie.clements@claydondrill.com


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