Careers

Main Purpose of the role

The individual will have overall responsibility to deliver World class Customer service and grow the after sales business to £60m

Primary Responsibilities

• Maintain and develop Customer Satisfaction KPIs, supported by Service Level Agreements.  Monitoring of these KPIs and lead role in the resolution of the satisfaction gaps.  Reporting of those at Board meetings once a quarter.
• Development and execution of a business plan to take Ishida Europe’s After Sales business to £60m sale with a benchmarked bottom line profit by 2030.
• Collaborate team working across multi-functional and international operational teams.
• Work very closely with the local General Managers in order to ensure consistency of best practice of organisation, processes, training and operational performance for their Service and Parts teams.
• Work closely with the technical teams and product marketing groups in order to provide quantified feedback for product refinement and development.
• Creation and development of an effective management structure. Develop a workable succession plan.
• Maintain and develop an effective line-monitoring process for use in future performance-based service agreements
• Develop and effectively utilise a competence / skills matrix
• Liaise and work closely with After Sales management in both Ishida Japan, and Heat & Control USA, in order to take advantage of potential synergies and ensure global consistency of the Brand promise
• Define and implement standards/procedures for ensuring optimal customer experience
• Perform investigative analysis to uncover service and customer insights to build out value-driven customer solutions.

What skills are we looking for?

The successful candidate must possess an engineering qualification and relevant experience, with a proven track record in successful operational delivery and enhancing customer experience. You will have engineering experience within our field of operations and a background in leading operational transformation within an international environment. Demonstrated expertise in data analysis, report building, and strategic leadership is essential. We are seeking a self-motivated, analytical, and forward-thinking individual with a strong desire to succeed and deliver excellence in every aspect of their work.

The ideal candidate will be a team player who is adaptable and capable of balancing a results-driven approach with a genuine focus on people. You will be IT literate, with proficiency in Management Information Systems, Microsoft Word, PowerPoint, and Excel. Outstanding interpersonal, communication, and presentation skills are key to success in this role, along with excellent commercial acumen. The ability to translate strategic intent into successful operational delivery, combined with a proven record of building, leading, and developing high-performing teams, is essential.