Head of Field Service

CRP Group Global Ltd; Rotherham; On-site; GBP 60,000 - 80,000; Full time

Job summary

Une entreprise automobile reconnue recherche un responsable de service après-vente pour diriger les équipes de service client et assurer la satisfaction client. Ce rôle stratégique exige un leader dynamique capable de promouvoir des pratiques de service innovantes et d'améliorer l'engagement des parties prenantes. Les candidats doivent avoir une solide expérience dans la gestion des parties prenantes, combinée à une forte acuité commerciale et à des compétences en leadership.

Qualifications

• Expérience avérée dans un rôle senior en service après-vente ou gestion des parties prenantes.
• Capacité à gérer plusieurs clients et attentes des parties prenantes avec professionnalisme.
• Excellentes compétences en engagement des parties prenantes.

Responsibilities

• Fournir direction stratégique pour les équipes de service client et de centres de services.
• Évaluer et résoudre les problèmes techniques soulevés par les clients.
• Gérer le développement et l'amélioration des politiques de service après-vente et de service client.

Skills

Leadership

Gestion des parties prenantes

Acumen commercial

Amélioration continue

Education

Expérience dans le secteur automobile ou secteur technique connexe

Job description

Head of Field Service

An established and forward-thinking automotive company based in South Yorkshire is seeking a dynamic and commercially minded individual to lead the Aftermarket and Stakeholder Management function. This critical role will oversee Customer Service, Service Centres, and Field Service teams, ensuring the delivery of a best-in-class Automotive Aftermarket operation.

Key Responsibilities:

·Provide leadership and strategic direction across the Customer Service, Service Centres, and Field Service teams.

·Deliver high-performance service standards, ensuring a customer-centric approach at every level of the Aftermarket function.

·Play a key role within the Aftermarket management team, contributing to and implementing organisational development strategies.

·Develop and promote innovative, efficient, and effective service delivery practices that reflect our commitment to customer satisfaction.

·Maintain strong stakeholder relationships through regular visits and engagement with key operators and customers in the region.

·Evaluate, investigate, and resolve technical issues raised by customers, ensuring effective root-cause analysis and feedback into product and process improvements.

·Manage and settle customer claims, balancing technical validity with commercial considerations.

·Lead the planning, development, and continuous improvement of Aftermarket and customer service policies and procedures.

Key Requirements:

·Proven experience in a senior Aftermarket, Customer Service, or Stakeholder Management role, ideally within the automotive or a related engineering-driven sector.

·Strong commercial acumen with a strategic mindset and hands-on management style.

·Excellent stakeholder engagement skills with the ability to build strong and lasting relationships.

·A background in hard engineering or a technically complex environment is highly desirable.

·Experience in organisational development and the implementation of customer-focused initiatives.

Desirable Attributes:

·A natural leader who thrives in a fast-paced, customer-first culture.

·Adept at driving continuous improvement and leading cross-functional teams.

·Capable of managing multiple customers and stakeholder expectations with professionalism and tact.

·Proficient in identifying market trends and aligning service strategy with business goals.