Customer Service Manager - Reed : Job Details

Do you have experience managing a large team? Do you have experience with resource planning? Are you calm under pressure?

We are currently representing a leading Equipment provider in the UK and Ireland, who is seeking a proactive and motivated Customer Service Manager. This role is essential for maintaining their reputation as industry-leading service providers. The successful candidate will oversee their Field Service Team, supporting both field-based Service Engineers and an office-based Technical Helpdesk.

• Support new sales and warranty obligations, and deliver engineering sales in line with the company budget.
• Efficiently manage the Service Engineers and Technical Helpdesk.
• Conduct customer visits for major service issues to assist with diagnosis, engineer support, root cause analysis, and commercial decision-making.
• Compile reports and action plans to resolve issues for customers and suppliers.
• Identify and address training needs for Service Engineers to develop their skills.
• Manage quality issues on machine tools, including the progress of associated retrofit/corrective work, and communicate these internally and to principals as required.
• Ensure all modifications made comply with UKCA/CE requirements.
• Manage health and safety issues at customer sites, including logging incidents on internal SHE Assure software and reviewing Service Engineers’ risk assessments.
• Handle service invoice queries and make commercial decisions regarding resolutions.

• Proven leadership skills with experience in managing a large team.
• Strong IT proficiency.
• High level of customer support skills and commercial competence, with good negotiation abilities.
• Degree-level education is preferable, though relevant trade qualifications and experience are also valued.
• Background in Machine Tool or engineering is preferred, with a track record in customer issue resolution.
• Must hold a UK Driving License with no more than 6 points.

• 25 days holiday plus Bank Holidays.
• Life assurance.
• Vitality health insurance.
• Discounts at gyms and retailers across the country.
• Access to an employee benefits scheme.
• Company vehicle provided.

If this sounds of interest, please APPLY NOW!