Aftersales Service Manager

3 weeks ago

Marlow, United Kingdom Techtronic Industries - TTI Full time

Techtronic Industries (UK) Limited is part of the global TTI group, who are world leaders in cordless technology. TTI manufacture and sell power tools across the world. TTI UK distributes Milwaukee and Ryobi products through a variety of channels to retailcustomers and end users. We continue to grow in an established and stable market.

This position will be based in our UK Head Office in Marlow, Buckinghamshire. This position offers the option of eventually working 3 days in the office and 2 days from home.

Key Responsibilities
- Develop and maintain a Service Strategy that makes TTI the market leader in After Sales Support to its customers to include:

- Woking with Customers to support appropriate product knowledge for their sales environment
- Review of established warranty processes to ensure they are operating to a high standard
- Review of Service network and performance measures, labour rates
- TTi helpdesk role clearly defined with measurable KPI’s

Develop and maintain Service Agent Network by:

- Monitoring performance of existing agents against agreed KPI’s
- Supporting the warranty claims process and assisting to keep accurate records of warranty submissions, credits, rejections and customer contributions towards goodwill claims
- Maintain up-to-date knowledge of new product developments

Quality
- Ensure processes are established and effective for early identification of quality issues including reporting / communication to Europe and China
- Carry out technical Investigations and provide reports
- Co-ordinate with Europe to ensure best practices are being used / maintained and participate in Quality / Service meetings as well as ensuring technical information is maintained and distributed to all appropriate stakeholders.
- Management of product related insurance claims
- Liaise, preparation of reports, co-operate with quality management and standards bodies (e.g., Waste Packaging, WEEE and Battery Legislation, BSI, Government Departments, HSE, etc.) and ensure legislative changes are managed

Returns
- Ensure returns processes are established including monitoring external parties including reporting / communication to management
- Co-ordinate with Europe to ensure best practices are being used and maintained
- Co-ordinate with the Warranty and Spares Manager to ensure systems are functional and meeting requirements for returns and warranty claims including performing audits

Skills/ Experience Required
- Strong 5-8 years’ experience in a similar position
- Good knowledge of After Sales Support within the Service environment
- Exposure and experience of helpdesk management and managing a team
- Good organisational, time management skills with knowledge, understanding and ability to prioritise, plan and control own workloads
- Excellent customer facing skills to include effective negotiation techniques
- Experience of identifying and delivering process improvements, and experience of setting and reporting against KPI’s
- Analytical approach to problem solving with the ability to make quick and informed decisions
- Project management skills to include the co-ordination of multiple projects, management of resource levels and meeting strict deadlines

Desirable Skills:

- Good knowledge of Microsoft Office package including excel
- SAP knowledge
- Experience of working with CRM systems
- If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us_

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