Aftersales Director Andover, England
Job description
We have an exciting opportunity to join Redwood Global Ltd/ Forst, Europe’s fastest-growing manufacturer of woodchippers. This Aftersales Director role has been created due to a fast expansion of the market-leading Forst brand which is at the forefront of innovation in the field of Arboriculture.
The Company
Undoubtedly the most innovative, driven and dynamic woodchipper design, sales and production company with a passion to be the best in the field of Arboriculture. The business is focused on accelerating its already impressive growth with new and existing product ranges in the UK and abroad. The company has seen an impressive increase in revenue and machines produced in the past 7 years and is now the largest manufacturer of woodchippers in the UK by a substantial margin. This is a hugely exciting time in the brand's short history of seven years and there are robust product development and expansion plans in place to further cement the already very strong company and brand.
The Först brand is highly desired in the UK and across Europe, it is recognised as premium quality at exceptional value, with warranty and service offerings that are second to none.
The Role
Our Aftersales Director will play a crucial role in driving growth and providing focused leadership. They will be tasked with establishing efficiencies and best working practices across all areas of Aftersales service provision; ensuring our customers are at the heart of all decision-making and receive exceptional levels of service, whilst maximising margins.
Key Responsibilities:
- Define, implement and manage co-ordination of the strategic plans for the Aftersales business, based on future business growth.
- Drive improvements, and maximise efficiency and profitability for the Aftersales department, in line with the current service offer and the projected business growth.
- Effectively lead the Aftersales functions including Customer Service department, Transport department and Spare Parts department. These teams have a manager per department, 2 Supervisors and 12 Technicians, drivers and warehouse operatives. You will be responsible to set clear individual and departmental targets and KPIs to excel and over-achieve.
- Role model best practice leadership qualities by effectively overseeing the performance optimisation process; dealing proactively with identified capacity, commitment or capability issues as they arise.
- Proactively drive a collaborative, dynamic planning process by assessing market potential and contributing to both the wider strategic objectives and budget setting process.
- Build, nurture and maintain impactful and valuable professional relationships/contracts with key internal and external stakeholders.
- Identify and develop SLAs for the department to ensure the business continues to be the benchmark for customer service in the industry.
- Develop a Recruitment and Retention Strategy, in collaboration with our HR partner for all departments and services, in line with projected business growth.
Customer Service/workshops
- Overall responsibility for the performance of the customer service department including people strategy and implementation.
- Overall responsible for the level and quality of work delivered by the engineers both inhouse and in the field to ensure first time fix and quality objectives met.
- Working with SLT to define and deliver against a strategic plan and objectives for the department.
- Setting budgets and KPI’s for the department and managing its financial performance.
Spare parts department:
- Overall responsibility for the performance of the spare parts dept including people strategy and implementation.
- Working with SLT to define and deliver against a strategic plan and objectives for the department.
- Setting budgets and KPI’s for the department and managing its financial performance.
Transport Dept:
- Overall responsibility for maintaining compliance of the transport function.
- Ensuring efficiency of the transport function to maximise loads.
- Establish budgets and KPI’s for the department, aligned to desired financial performance
- Ensuring the alignment of SLA outputs related to customer service and OTIF performance
Required attributes and skills:
- Proven experience within an After Sales leadership position or in a similar operational role.
- Strong commercial acumen with the understanding of potential market growth
- Ability to create, execute and deliver strategic departmental objectives
- Strong leadership skills / ability to lead a multi-departmental team with infectious energy and charisma
