Aftersales Manager
Dungannon, County Tyrone
CPL are currently working closely with a highly progressive, industry leading manufacturing company locally based in Dungannon, County Tyrone to assist in the recruitment of a forward thinking and experienced Aftersales Manager.
You will have the opportunity to play a key role within the global customer care & support function of a global business.
Roles & Responsibilities;
· Provide leadership for the company’s Customer Care function
· Assist with the development and implementation of the overall strategic business plan, ensuring customer care & aftercare operational goals and objectives are aligned to ensure the business achieves its ambitions.
· Lead continuous improvement initiatives;
- Weekly aggregation and reporting of warranty cost data & critical issues to Senior Leadership.
- Quarterly product improvement discussions with Engineering & Production to relay observed and reported items.
- Continuous engagement with the Commercial Team to ensure a seamless customer experience from point of sale to commissioning and long-term support.
· Provide direction, motivation, support, guidance and constructive feedback to your team whilst building understanding of and alignment with company goals, culture and behaviours.
· Build strong relationships based in mutual trust with employees, suppliers and customers.
· Champion projects to improve the overall customer experience including development of training programs and materials, while working with Salesforce Administrator to roll out a consolidated platform within Salesforce for technical support and warranty recording/tracking.
· Ensure data integrity within Salesforce Customer Resource Management (CRM) platform.
What we are looking for;
· A Higher Education Degree level qualification, in a technical discipline, with a minimum 5 years’ experience in Customer Care.
· Strong technical knowledge of mechanical, electrical and hydraulic systems
· Natural leadership style with the ability to motivate, inspire and empower the team to deliver and exceed results
· Excellent communication (both written and verbal), collaboration and inter-personal skills with the ability to effectively engage and influence stakeholders at all levels.
· Excellent customer relationship skills with a service orientated approach which inspires confidence in customer care & aftercare team
· Proficient and experienced in Salesforce, Microsoft Office, specifically Excel, Word, OneDrive, and PowerPoint
· Willingness to travel internationally as required
If this sounds like an opportunity that could potentially be of interest to you, simply get in touch with Nathaniel Ferris by applying to this advertisement or giving me a call.