We supply passenger information systems to the majority of UK bus operators, from the major groups with thousands of vehicles to small, independent operators. You will be managing a team of 10 technical support staff with a client base of close to 1,000 customers.
The primary day-to-day responsibilities will be working with the team to respond to our customer's technical questions, managing installations & retrofits and issues generally via telephone and/or email but with customer site visits also required.
Due to the size of the customer base, you will frequently be required to work on several projects and issues at any one time and an ability to prioritize and work well under pressure is essential.
The After Sales Service Manager (UK) will be expected to introduce an important new working practice and work with other departments (operations, repairs, sales, finance) to analyse repairs and warranty data and financial costs and income and establish business case for introduction of maintenance support contracts
Key Objectives
- To manage the UK technical support team, including assisting them with planning of work and priorities where necessary.
- To analyse the company's UK support requirements both short and long term and to recommend changes/upgrades as necessary
- Review existing department processes in terms of customer response and servicing for any efficiency improvements.
- Review warranty and repairs processes, as well as call out, installation and servicing practices and charges and make recommendations for improvements (inc potential introduction of maintenance support contracts).
- To oversee UK technical support staff to ensure they are performing effectively and efficiently
- To maintain a safe and secure working environment for all UK technical support staff working both in the office and remotely
- To ensure all technical support staff are provided with adequate training to perform their daily tasks, as well as overseeing the recruitment of new technical support staff members
- To address customer queries, feedback and complaints
Essential Skills
- Previous experience in managing a team of people in a dynamic customer-facing environment.
- Previous experience in a managerial role dealing directly both with customers and colleagues at both senior and junior levels.
- Experience of departmental budget control and financial oversight
- Previous experience with maintenance and support contracts.
- Previous experience of using a ticketing style support system
- An interest and willingness to learn quickly about the product range (both hardware and software).
- Good technical knowledge, educated to degree level or equivalent in electronics, mechanical or related discipline
- High level of familiarity with Windows and also Microsoft Office Suite
- Team player with a pro-active and flexible approach to problem solving
- Self-disciplined, good planning and organisational skills
- Excellent communication skills (both written and verbal)
- Holds a full clean UK driving license or equivalent
- Willing to travel globally as required
Desired Skills
- Experience of electrical and electronic system design (e.g. circuit diagrams, wiring)
- Experience of serial communication (e.g. RS232, RS485 etc) and Ethernet networking protocols.
- Experience of electrical or mechanical installations
- Foreign language skills beneficial
- Previous experience in public transport and/or manufacturing industries
A competitive salary package is available, including contributory pension scheme, private medical insurance and a minimum of 23 days holiday per annum. We offer a long service scheme with your holiday increasing to a maximum of 28 days per annum.
ACS are recruiting for a After Sales Service Manager (UK). If you feel that you have the skills and experience required in this advertisement to be a After Sales Service Manager (UK), please submit your CV including an outline of your experience as a After Sales Service Manager (UK). It is always a good idea to include a covering letter outlining your experience as a After Sales Service Manager (UK) with your application as this will enhance your chances of selection and improve your prospects of landing the After Sales Service Manager (UK) role you desire.