Service Support Manager (Newry) - Major Engineering Company

Job Description

VANRATH is excited to partner with a leading Engineering company to recruit a Service Support Manager. This is a highly respected organisation with a strong reputation and a supportive work environment.

Location & Working Pattern:
Based in Newry (BT35)
Permanent, Monday to Friday

Salary & Benefits:
Competitive and negotiable salary
Opportunities for career growth and additional benefits

Role Purpose:
The Service Support Manager will be responsible for delivering an outstanding after-sales service to customers, ensuring efficiency, responsiveness, and high-quality support that exceeds expectations.

Key Responsibilities:

  • Manage and continuously improve the after-sales service, tracking measurable performance improvements.

  • Establish, monitor, and report on departmental objectives regularly.

  • Select and oversee repair subcontractors, defining SLAs and coordinating their activities.

  • Work closely with Engineering and subcontractors to specify fitting kits for new machinery.

  • Maintain strong customer relationships, capturing feedback and escalating issues where necessary.

  • Develop and implement service-level agreements for dealers.

  • Oversee the production and supply of legacy replacement parts, managing communications around lead times and delivery.

  • Maintain an up-to-date customer pricing guide to provide accurate and timely repair quotations.

  • Liaise with customers regarding machine breakdowns and spare parts, preparing tailored spare parts lists for dealers.

  • Conduct and report on monthly warranty analysis.

  • Investigate warranty claims to identify recurring issues and present findings to senior management.

  • Escalate non-conformance issues to the Quality Manager and support product quality improvements.

  • Resolve supplier-related issues and manage chargeback processes where necessary.

  • Promote company values through daily operations and leadership.

  • Oversee team attendance, development, and training in line with business needs.

Skills & Qualifications:

  • Proven experience in a similar service support or after-sales management role is essential.

For further information on this opportunity, or any other jobs in Belfast or wider Northern Ireland, please apply via the link below or contact Jack Groves via VANRATH.