We're working with a fast-growing, privately owned technical products business where Aftersales is already a multi-million-pound recurring-revenue operation - and is about to become significantly bigger.
The business has grown rapidly, is investing through acquisition and expects its field-engineering team to expand materially over the next couple of years. It now needs a senior leader who can take full ownership of Service and Installation, protect the customer experience today and build an operating model capable of supporting the next phase of growth.
This is a high-volume, high-friction environment. Breakdowns, installations, scheduling challenges, parts issues, and customer escalations all land within Aftersales. You'll need the energy and resilience to deal with that reality - without becoming another person buried in the day-to-day.
The Role
You'll own the complete Aftersales function, covering both Service and Installation, with direct accountability for the P&L, customer performance and development of the team.
* Own and grow Aftersales revenue while protecting margin
* Turn the installed customer base into more predictable recurring revenue through service contracts, calibration, warranty, parts and consumables
* Lead a national field-engineering operation of 20+ engineers plus subcontractors, with significant further growth planned
* Improve SLAs, first-time fix, engineer utilisation, response time, quote conversion and contract renewal
* Own senior relationships with key customers and personally lead the escalations that matter
* Develop Coordinators, managers and support teams rather than becoming another 'doer' in the department
* Present Aftersales performance and P&L directly to the board
Who We're Looking For
Your exact product background is less important than having genuinely led a technical field-service or Aftersales operation at scale.
* Experience owning an Aftersales, field-service or service P&L - ideally £1.5m+
* Leadership of a distributed field engineer workforce through lead engineers and a coordination/scheduling team
* Senior ownership of national or key customer relationships
* Strong commercial understanding of margin, WIP, debtor days, engineer revenue per hour, first-time fix and utilisation
* Experience with field-service technology such as BigChange, ServiceMax, Simpro, Salesforce Field Service or Microsoft Dynamics Field Service
* Confidence presenting performance and P&L to a board or ownership group
Direct garage equipment, MOT, vehicle lift, brake-test, tyre or wheel-alignment experience would be highly relevant, but strong candidates may equally come from material handling, capital equipment, industrial machinery or other technical field-service environments
Salary description
£75000.00 - £85000.00 per year