Service Director of Commissioning

Service Director A dynamic, highly respected and privately owned manufacturer of automated technology solutions tailored for the food industry. From individual machines to complete lines solutions the products drive efficiency and quality allowing food processing businesses to thrive in an increasingly competitive market. At the heart of everything is commitment to delivering consistently high-quality service and support to our customers. We are now looking for an experienced Director of Service to lead our service and aftersales to ensure that customers are at the forefront before, during and after their purchase. Reporting to the UK Managing Director, you will be responsible for all aspects of customer service as well as being part of the UK management team which is tasked with overall company performance and growth. You will have proven success of leading customer service teams and extensive experience in managing senior dialogue with customers with a skill in motivating and developing teams of technical experts and successfully engaging cross-functional colleagues. You will have an appetite for entrepreneurial thinking to help support customer needs and confidently approach challenges with creative and flexible thinking. Actively participate in management forums, both strategically and functionally, to drive business performance aligned to its objectives and strategy. Develop and execute an industry leading customer service charter to further improve customer improve customer relationships and identify any relevant gaps or training requirements across the team. Motivate and engage the team to deliver customer service consistently throughout the organisation whist instilling a culture of continuous improvement. Work with team members to identify their potential and implement development plans and goals to help them achieve it. Skilled at building strong relationships and deep knowledge across customer organisations. Act as a senior adviser throughout any escalated customer service concerns or complaints. Engage with cross functional teams across the business to further instil the ethos of customer service excellence, identifying areas to improve and ways to address any shortcomings. Collaborate closely with technical and pricing colleagues to ensure an aligned customer service experience. Represent the company at industry events, trade shows and conferences to promote the brand and build networks where appropriate. Proven leadership in customer service excellence in a capital equipment or manufacturing business; ideally with experience in the food production sector. Excellent team leadership, coaching and development skills. Strong aptitude for building cross-functional relationships in the organisation including sales and technical teams. Demonstrated experience and success in customer relations management throughout the customer journey. Outstanding attention to detail and a commitment to project and problem ownership. Self-motivated, clear communicator with a passion for delivering outstanding customer service. Flexibility to travel as team or customer needs dictate.