Global Head of Aftermarket - Coventry, United Kingdom - Nigel Wright

Nigel Wright
Nigel Wright
Verified Company
Coventry, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

The company

My client is in need of an experienced Global Head of Aftermarket to oversee and significantly grow the capabilities of aftersales support.

The business has distributors and customers across the world, with the majority of customers being located in EMEA.
The Global Head of Aftermarket will be responsible for all aspects of customer service and support. They will prioritise a positive customer experience, delivering goods and services with the utmost professionalism.

The Role

The role as Global Head of Aftermarket will be to manage the team of Service Engineers as they deliver training, undertake advanced repairs, conduct distributor audits and generally provide world-class face-to-face customer service as required.

Manage the distributors and ensure they are fully up to speed and capable of ensuring a world class level of after support.

Ensuring that adequate processes and procedures are in place to maintain the health, safety and legality of the Service Engineers as they operate in all types of countries around the world.

Manage the continuous development and improvement of customer support documentation including Product Manuals, Quick Start Guides, 'How-to' videos, Troubleshooting Trees and all other information that enables the distributors to have confidence in their installationand commissioning and to independently resolve problems.

Ensuring the distributor web portal is maintained with the latest information and encourage distributors to engage is also very key.

Listen and act upon customer feedback, giving a great opportunity to maintain or improve and therefore meet the requirements of the end customer.

Responsible for managing the full warranty processes.


Requirements:

Previous Operations Management for machinery or technical appliances
Previous management of employees operating/travelling overseas
Demonstrable background experience of capital goods
Willingness and ability to travel to customers and distributors in all types of country on an as-required basis to represent the business at a senior level
Technical & commercial background

Package
£80,000 to £100,000 depending on experience, plus 20% bonus, 6% pension, life assurance and healthcare.
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