Intec Recruitment Services Ltd
Unit 4 Midas House, Calleva Park, Aldermaston, Berkshire, RG7 8EA
Tel: 0118 981 1110 Fax: 0118 981 7888
Email: enquiry@intec-recruitment.co.uk


Job Title: Customer Service Manager
Type: Permanent
Location: Basingstoke, Hampshire
Salary: £30K to £40K per annum
Job Reference: LA2000

Job Description


About the role:


Our client is passionate about delivering a great customer experience to its international customer base, this is an exciting opportunity for an experienced line manager to lead the internal repairs team and customer facing technical support team, together the Customer Service Team. Your man-management skills are a proven given, what stands you apart from the rest is your desire to want to deliver the best customer service in everything you do. Further development could lead into scheduling and logistical support of the field services team and a desire to expand on a currently limited training program. You will therefore have a strong desire to continuously develop and expand your remit as your role evolves and changes.



Reporting directly to the Commercial Director, this is a challenging, exciting role, dealing with a range of truly international clients from universities and academic institutions through to civil engineers and major Oil and Gas companies. Our clients products are complicated electro-mechanical instruments that can be deployed on land, downhole or in the ocean and can operate standalone or as part of larger systems.


 


About you:

To succeed in this role, you will be an effective communicator and an experienced line manager with a track record of consistently delivering excellent customer service in an international high technology manufacturing industry. You will be able to work to deadlines and be familiar with working with KPIs.

Although a technical or engineering background is not absolutely essential requirement, you will have an aptitude and an interest in understanding how our equipment is put together and how it works. International travelling may be required from time to time.


 


Key responsibilities will include but are not limited to:


 


·        Direct line management responsibilities for a team of 6 repair technicians and 3-5 customer support staff.


·        Ensuring that all customer service KPIs for your teams are met; typically ensuring certain turnaround times, the level of current repairs, responsiveness and general efficiencies, whilst applying best practices.


·        Liaising on a daily basis with the teams to ensure that workload is effectively and smoothly coordinated, whilst keeping the commercial teams updated of higher profile situations.


  • Taking full ownership and accountability for handling all customer queries, repairs and complaints relating to customer services and associated product portfolio – managing the RMA and ticketing systems.
  • Providing help, support and advice to all customers and distributors so they can feel the full benefit & value of the holistic customer service experience offered.
  • Supporting and motivating your team of technicians on a daily basis to ensure your team is best placed to successfully complete their duties, additionally coaching and providing continuous development support.
  • Analysing customer feedback, statistics and data to determine the level of customer service being provided to customers.
  • Working with the repairs teams to better understand common faults and failure model, consequently providing feedback to the production and engineering departments.
  • Producing monthly reports on global activity and customer service standards.
  • Ensuring customer service procedures, policies and standards are being followed and strive to identify and implement improvements by continuously looking for opportunities for improvement.


 


It is important that you possess:


  • A good level of relevant experience in working in a customer service driven environment related to manufacturing high technology products, ideally with an international client base
  • Customer facing skills with experience in building favourable relationships with key stakeholders
  • Experience in managing a team, including recruitment, appraisals and coaching
  • Excellent analytical skills, a strong commercial awareness and understand cost, margin and profitability
  • A good level of numeracy and excellent writing skills


·        Excellent self-organisation skills and ability to manage priorities


  • Good Microsoft Office skills, including Word, Excel
  • Experience in using an MRP and CRM software packages
  • Must be eligible for international travel and able to work alone with little or no supervision


Desirable Skills:


  • A degree or equivalent level of qualification in a relevant business / customer service or technical subject


·        Interest in Earth Science


·        Multilingual, could be beneficial


  • Technical/engineering experience or a technical qualification


 


Similar Roles


Customer Service Manager, Technical Support Manager, Field Service Manager, Maintenance Manager,


 


Competition or target companies


High value, low volume niche high technology, such as:


Scientific instrumentation, Medical equipment and specialist/niche electronics equipment manufacturing


Companies with an international client base and companies that sell via distribution networks


 


 

 


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0118 981 1110
info@intec-recruitment.co.uk
Job Description
 
Testimonial
 We have used Intec Recruitment for some time now.  They provides us with staff that fits in with our requirements.  They are very professional, and always helpful. Nothing is ever too much trouble. It is always a pleasure working alongside Intec, as they know our company so well.
- M.B. - HR Manager
Intec Recruitment over the past 10 years have supported our company in numerous service sectors especially in high profile fast track projects that covered a large and varied range of management, technical, skilled, semi-skilled and general staffing requirements. Intec Recruitments personal and professional approach along with their large database of manpower suited our company's requirements perfectly.
- G.T. - Managing Director
"Within a very short period of time Intec are able to assess and fulfil our staffing requirements time and time again with great communication throughout."
- R.F. Stores Supervisor
During the last 5 years, we have used Intec for all of our temporary vacancies and also all of our permanent, or temp to permanent vacancies.  We have never needed to go elsewhere, as they have always found the candidates we have needed, even for vacancies which have been harder to fill.  Communication with Intec has always been excellent, and I feel they have always understood the qualities of the person we have been looking for.  I would have no hesitation in recommending Intec for both temporary and permanent vacancies.
- J.N. Office Manager
I would like to thank you guys for your assistance in finding an ideal job for me. I had spent several months searching and applying for various jobs, but had not found anything that really fitted, you managed to come up find a vacancy that not only matched my key skills but is position I am really excited about starting.
- R.M. - Mechanical Assembly Technician
"I have always found everyone at Intec reliable, responsive, courteous and professional. I have been using their services in some capacity since 2005 and wouldn't hesitate to recommend them to anyone."
- N.B. - Installation and Facilities
"I always find Intec to be very professional, friendly and reliable, and care about their clients to make sure they place the right candidate to suit our needs."
- H.J. - Secretary /P.A.
The service I have received (and currently still do) from all at Intec is highly recommendable.

The pre and post interview discussions were frank and honest, thus allowing an easy decision to accept the posting. - S.A. - Technician
I have known Intec Recruitment for approximately twenty years. They have been a great help in finding me work over the years, in some very interesting electronic companies. They have proven over the years to be very honest & reliable.
- E.R. - Test Engineer
"I would like to thank you and your staff for providing us with some first-class people over the decades.  You have always been my first call, and rarely have I needed to make a second."
- J.M. - Technical Director
 I have used Intec's services in the past, I found their services very supportive and efficient, whenever I had any issues they were dealt in no time, I am looking forward to working with Intec again.
- F.I. - Wirer
I would be more than happy to recommend Intec Recruitment to anyone considering using this company for future employment.  You get a prompt and polite service,  any problems are easily resolved through the company's professionalism. I have worked for them for 10 weeks now and am very happy with Intec.  Any questions or queries have been answered.
- R.M. - Mechanical Fitter
"I have always found Intec to be friendly and helpful.  They offer a very professional service but have a very individual style to them, making the client feel confident that the right candidates will be found."
- S.M. - HR Generalist
Within a very short period of time Intec are able to assess and fulfil our staffing requirements time and time again with great communication throughout.
- R.F. Stores Supervisor
I have been using Intec Recruitment Services for my employment needs since 1989 and I have found them to be proactive and give an excellent service. I like that they are a family run business and my experience of them is that they are efficient and courteous and always do what they say they are going to do. I would highly recommend them. - V.S. - Prototype Wirer
Job Description

Customer Service Manager

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Job Description


About the role:


Our client is passionate about delivering a great customer experience to its international customer base, this is an exciting opportunity for an experienced line manager to lead the internal repairs team and customer facing technical support team, together the Customer Service Team. Your man-management skills are a proven given, what stands you apart from the rest is your desire to want to deliver the best customer service in everything you do. Further development could lead into scheduling and logistical support of the field services team and a desire to expand on a currently limited training program. You will therefore have a strong desire to continuously develop and expand your remit as your role evolves and changes.



Reporting directly to the Commercial Director, this is a challenging, exciting role, dealing with a range of truly international clients from universities and academic institutions through to civil engineers and major Oil and Gas companies. Our clients products are complicated electro-mechanical instruments that can be deployed on land, downhole or in the ocean and can operate standalone or as part of larger systems.


 


About you:

To succeed in this role, you will be an effective communicator and an experienced line manager with a track record of consistently delivering excellent customer service in an international high technology manufacturing industry. You will be able to work to deadlines and be familiar with working with KPIs.

Although a technical or engineering background is not absolutely essential requirement, you will have an aptitude and an interest in understanding how our equipment is put together and how it works. International travelling may be required from time to time.


 


Key responsibilities will include but are not limited to:


 


·        Direct line management responsibilities for a team of 6 repair technicians and 3-5 customer support staff.


·        Ensuring that all customer service KPIs for your teams are met; typically ensuring certain turnaround times, the level of current repairs, responsiveness and general efficiencies, whilst applying best practices.


·        Liaising on a daily basis with the teams to ensure that workload is effectively and smoothly coordinated, whilst keeping the commercial teams updated of higher profile situations.


  • Taking full ownership and accountability for handling all customer queries, repairs and complaints relating to customer services and associated product portfolio – managing the RMA and ticketing systems.
  • Providing help, support and advice to all customers and distributors so they can feel the full benefit & value of the holistic customer service experience offered.
  • Supporting and motivating your team of technicians on a daily basis to ensure your team is best placed to successfully complete their duties, additionally coaching and providing continuous development support.
  • Analysing customer feedback, statistics and data to determine the level of customer service being provided to customers.
  • Working with the repairs teams to better understand common faults and failure model, consequently providing feedback to the production and engineering departments.
  • Producing monthly reports on global activity and customer service standards.
  • Ensuring customer service procedures, policies and standards are being followed and strive to identify and implement improvements by continuously looking for opportunities for improvement.


 


It is important that you possess:


  • A good level of relevant experience in working in a customer service driven environment related to manufacturing high technology products, ideally with an international client base
  • Customer facing skills with experience in building favourable relationships with key stakeholders
  • Experience in managing a team, including recruitment, appraisals and coaching
  • Excellent analytical skills, a strong commercial awareness and understand cost, margin and profitability
  • A good level of numeracy and excellent writing skills


·        Excellent self-organisation skills and ability to manage priorities


  • Good Microsoft Office skills, including Word, Excel
  • Experience in using an MRP and CRM software packages
  • Must be eligible for international travel and able to work alone with little or no supervision


Desirable Skills:


  • A degree or equivalent level of qualification in a relevant business / customer service or technical subject


·        Interest in Earth Science


·        Multilingual, could be beneficial


  • Technical/engineering experience or a technical qualification


 


Similar Roles


Customer Service Manager, Technical Support Manager, Field Service Manager, Maintenance Manager,


 


Competition or target companies


High value, low volume niche high technology, such as:


Scientific instrumentation, Medical equipment and specialist/niche electronics equipment manufacturing


Companies with an international client base and companies that sell via distribution networks


 


 

 


 
Job details
Job Title: Customer Service Manager
Job Reference: LA2000
Location: Basingstoke, Hampshire
Job Type: Permanent
Salary / Rate: £30K to £40K per annum
If further information is required on this vacancy please call one of our Consultants on 0118 981 1110
 
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