Customer Services Technical Manager

JELD-WEN, Inc.; Sheffield; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A global door manufacturing company seeks a Customer Services Technical Manager in Sheffield. This hybrid role involves delivering aftercare services, conducting site visits, and leading a small team. Candidates should have a City & Guilds/NVQ/Diploma in Joinery and strong problem-solving skills. The position offers 25 days holiday, private health insurance, and a company vehicle. Valid CSCS card preferred.

Benefits

25 days holiday

Private health insurance

Company car/van

Qualifications

• Valid CSCS card or willingness to obtain.
• Experience with Fire doors preferred.
• Full, clean UK driving licence required.

Responsibilities

• Conduct site visits for technical assessments.
• Prepare reports with remedial recommendations.
• Act as the quality voice of the customer.
• Collaborate with Quality and R&D teams for improvements.
• Manage and lead a team of four direct reports.

Skills

Technical support

Problem-solving skills

IT applications proficiency

Leadership

Customer-focused

Education

City & Guilds/NVQ/Diploma in Joinery

Job description

Are you looking for a role where your technical Joinery expertise makes a real impact? Join us in delivering exceptional aftercare services for doors and door sets, ensuring quality, and keeping our customers at the heart of everything we do., Here at JELD-WEN UK, a global organisation that produces and manufactures Doors and Doorsets, we’re looking for a Customer Services Technical Manager based in the UK to work on a hybrid basis between your home, our manufacturing facility in Sheffield and Client sites across the UK. Regular travel will be required, including early starts, late finishes, and overnight stays. The successful candidate would support the UK business by delivering aftercare services for Doors, Door Sets, and potentially windows and external Door Sets. Your role will include site surveys, inspections, remediation, installation, and maintenance activities. You will be delivering customer-facing technical support, identifying manufacturing issues, recommending remedial actions, and managing a small team of four direct reports. You will be able to work independently and collaboratively, with cross‑functional teams including Quality, EHS and R&D as well as key operators in production. With a customer first attitude, you will be organised and able to plan and execute daily, weekly, and monthly work schedules. You will be able to read technical specifications and drawings for products and raw materials, have strong problem‑solving skills and be proficient in IT applications including Word, Teams, Excel, and Outlook. We offer this role on a permanent basis, 25 days holiday and 8 statutory bank holidays, with the opportunity to purchase up to 5 days, 7.5% pension, private health insurance, and a company car/van with opportunities to grow and develop your career. What impact you will make:

• Conduct site visits to assess reported issues and provide technical support.
• Prepare detailed reports with recommendations for remedial actions, including materials, personnel, and safety considerations.
• Act as the voice of the customer in quality‑related decisions.
• Translate customer feedback, complaints, and expectations into actionable quality improvements.
• Collaborate with the UK Quality and R&D teams to support continuous improvement and product development.
• Carry out surveys, inspections, and oversee installation and maintenance activities under BM TRADA certification.
• Complete annual audits and implement ongoing training requirements under BM TRADA schemes.
• Always operate with a safety‑first mentality.
• Direct line manager for four direct reports, setting their objectives and managing their outputs as well as nurturing their development.
• Communicate effectively with customers regarding issues, solutions, and claim outcomes.
• Plan and communicate weekly schedules to optimize time and resources.
• Support remedial teams and perform on‑site fixes when feasible.
• Ideally a City & Guilds/NVQ/Diploma or equivalent in Joinery achieved through an apprenticeship.
• Previous Experience of working with Fire doors.
• Valid CSCS card or willingness to obtain prior to employment.
• Working knowledge of building and health & safety regulations.
• Leadership experience in leading cross‑functional teams and mentoring direct reports.
• Any experience in manufacturing or construction environments would be advantageous.
• Any knowledge or qualifications related to fire doors and fire regulations is desirable.
• Willing to undertake training to achieve Q‑Mark Fire Door Installation Certification and Q‑Mark Fire Door Maintenance Certification.
• Full, clean UK driving licence.
• Flexible regarding working hours with early starts, late finishes, and overnight stays required.

JELD‑WEN, founded in 1960, is a leading global manufacturer of doors and windows with over 18,000 employees worldwide. In Europe, the company has a team of more than 6,500 people across the UK, France, and Central and Northern Europe. Headquartered in Charlotte, North Carolina, JELD‑WEN designs, produces, and distributes an extensive range of interior and exterior doors, wood, vinyl and aluminum windows and related products for use in the new construction and repair and remodeling of residential homes and non‑residential buildings.

JELD‑WEN is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, gender identity, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

Unless explicitly requested or approached by JELD‑WEN, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee‑based recruitment services.