Customer Support Manager - EMEA

Placed: 28/11/17
Region: Cambridgeshire
Category: Jobs


Content of the advertisement:

My client, a leading designer and manufacturer of special purpose machinery based in the Cambridge market, are currently in a huge period of growth. With new products currently in development, a strong existing portfolio of clients and a plan for further growth over the coming years, they are a business in the ascendency on all fronts, there has never been a better time to come on board.

As part of the plan going forward, the business are looking to hire an experienced Customer Support/Service Manager to join the team, one who has a firm background in engineering and understands the commercial aspects of the responsibility to a client base and a wider distribution network. Effectively promoting and supporting the capability of the employees across the EMEA region, you will lead the business in promoting the best level of service for the clients customers, using a matrix of skills gained over a career in a customer/client support role. Reporting into the Customer Service Director, this role will be pivotal in the management of customer support resources to meet the company standards, KPI's and fiscal budgets. You will also assume responsibility for the management and development of the staff in the customer support functions, as well the performance level of the employees in the wider region.

Your responsibilities will include, but not be limited to:

- Supporting the business plan and ensure that the staff activities are aligned with the plan
- Delivering changes to the operation whilst delivering services
- Introduce, track and manage quality and safety metrics for each facility and product line
- Ensuring that adequate resources are available in the region to meet the ongoing demands in conjunction with the strategic plans
- Maintaining high productivity of the engineering resource
- Develop and support the annual plan to support growth and profit
- Managing the delivery and review of ongoing service contracts across the region

Ideally you will be a degree qualified engineer, or possess relevant vocational training in an engineering field, and have at least 5 years experience in senior customer support or service management role. A background in industrial machinery or special purpose machines is essential, as the products are technically advanced and are made of complex assemblies, so an engineering knowledge of this type of product would be a huge benefit. Management experience, budgetary responsibility and knowledge of the European trading zone are also pre-requisites of the successful candidate

In return, my client offer an excellent base salary and additional benefits.

If you are interested in this role, please apply below or call Kris Feaviour at Revision Recruitment