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Head of Field Service
Job Posted: 5 days ago
Salary: £ 60,000 - 66,000 / Annum
Job Type: Permanent
Location: London
Expire in: 23 days
Job Description
Head of Field Service
An established and forward-thinking automotive company based in East London 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 goalsBefore You Apply
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