Service Coordinator

1 week ago

Rowhedge, Essex, United Kingdom Prime Appointments Full time

A leading electronics manufacturing are a global presence and a strong commitment to innovation are recruiting are a strategic leader with a passion for customer satisfaction and a track record of excellence in technical support.

Serving a diverse range of industries, including automotive, aerospace, telecommunications, and more, they are at the forefront of technological advancement.


As the Head of Global Service and Support, you will have a unique opportunity to establish and lead a new department dedicated to ensuring customer satisfaction and delivering high-quality technical support services across international markets.

You will recruit and guide a team of support professionals, develop strategic initiatives, and foster collaborative relationships with customers and external vendors.

Develop and execute strategies to meet global customer needs and enhance efficiency and effectiveness of support operations

Collaborate with cross-functional teams to improve customer service and resolve escalated customer issues with product and engineering teams

Develop and maintain support standards, policies, and procedures

Contribute to organizational goals, policies, and procedures

Collaborate with sales teams to create programs that support strategic goals

Utilize technical support to drive sales growth and improve customer relationships

Track and monitor key performance indicators for satisfaction, sales, and quality

Generate reports for "Proof of Value" projects to aid in sales forecasting

Provide data analysis and insights for strategic planning

Lead and manage the support team, providing coaching and feedback

Set performance goals, conduct evaluations, foster a collaborative culture, and promote skill enhancement

Bachelor's degree in engineering, computer science, or a related field

Proven experience in a leadership role within the test and measurement industry, with a focus on global service and support

Familiarity with CRM systems

Demonstrated ability to manage customer relationships and resolve complex issues effectively

Experience in developing and implementing service level agreements (SLAs) and performance metrics

Strong analytical skills and proficiency in data analysis and reporting

25 days annual leave, plus bank holidays

Life Insurance

Corporate membership at the local gym and spa

Quarterly Team building budget for nights out/lunches, etc.

Paid company social events such as a summer festival and Christmas party


If you feel like you meet the above criteria, are based in Colchester or the surrounding area & would like to be considered for this Head of Global Service and Support position, please apply with your CV, and contact Mark at Prime Appointments for a confidential chat.

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