Position: Aftersales Service Director
Industry: Industrial Equipment Manufacturing
Reports to: Managing Director
Summary DescriptionThe Aftersales Service Director will lead the entire aftersales function, ensuring exceptional service delivery, operational excellence, and customer satisfaction. This role is responsible for developing and implementing strategies to enhance service quality, oversee aftersales operations, and strengthen customer relationships to drive loyalty, retention, and business growth.
The successful candidate will have overall responsibility for workshop operations, field service technicians, service administration, dispatch, warranty management, spare parts support, customer escalations, and the commercial performance of the aftersales division.
Main ResponsibilitiesStrategic 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.
RequirementsBachelor'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 SkillsStrategic 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 RequirementsBachelor's Degree in Business, Engineering, Operations Management, or a related field.
MBA or postgraduate qualification will be advantageous.
