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My client is an established designer, manufacturer and supplier of bespoke, turnkey industrial machinery worldwide. With a reputation for providing the highest levels of product and after service care to their customers, they are currently looking to recruit an experienced Service & Parts professional to lead and manage the development and implementation of a Service and Parts Department which will oversee the entire service and parts lifecycle, from product release, development and to aftermarket support & field service operations.

This is an exciting opportunity to lead a new subsidiary of the business and offers great progression opportunities and the autonomy to guide and grow this new aspect of the business. This role will play a critical role in ensuring customer satisfaction, driving revenue growth and enhancing the overall brand reputation of the organisation.

Key Responsibilities:

Develop and implement a comprehensive service and parts strategy aligned with overall business objectives.
Identify and prioritise service and parts opportunities to maximise revenue and profitability.
Forecast future service and parts demand to optimise inventory levels and resource allocation.
Lead the development of high-quality service and parts solutions, including diagnostics, repair procedures, and spare parts kits.
Ensure service and parts documentation is accurate, up-to-date, and easily accessible to field service technicians and customers.
Collaborate with suppliers to source and procure high-quality, cost-effective service and parts.
Oversee the planning, scheduling, and execution of field service operations, including installations, repairs, and maintenance.
Monitor and analyse field service performance to identify areas for improvement.
Develop and implement training programs to enhance the skills and knowledge of field service technicians.
Provide exceptional customer support by resolving service issues promptly and effectively.
Build strong relationships with customers to understand their needs and expectations.
Implement customer satisfaction programs to measure and improve customer experience.
Lead and motivate a high-performing team of service and parts engineers, technicians, and support staff.
Foster a culture of innovation, continuous improvement, and customer focus.
Recruit, hire, and develop talented individuals to strengthen the team

Experience Requirements

At least 5 years' experience in service and parts management, ideally gained within a manufacturing or engineering environment
Strong technical knowledge of engineering principles and product design
Proven track record of leading and managing high performing teams
Excellent problem-solving and decision-making ability
Previous experience of using relevant software tools (ERP / CRM etc.)
A strong understanding and knowledge of international trade and logistics is advantageous