Customer Service Manager

Founded in 1948, AMOT is a leading global manufacturer of control, safety, and hazardous‑area solutions for engines, compressors, turbines, and other rotating equipment.

We serve customers across the oil & gas, marine, power generation, and transportation industries with a strong reputation for quality, reliability, engineering excellence, and customer trust. We aim to differentiate ourselves through a high level of customer service, support & communication.

At AMOT, we believe our success is built on our people. We empower our teams to go beyond expectations and play a meaningful role in delivering growth, innovation, and a trusted customer experience worldwide.

We are seeking an experienced Customer Service Manager to lead and develop our Customer Services function across EMEA.

This is a leadership role, not a transactional processing role. You will own the end‑to‑end customer experience, build and coach a high‑performing team, and act as the internal voice of the customer — influencing how the wider business delivers for both existing customers and new business wins.

You will build and lead a high-quality trusted customer experience which is pivotal in supporting new customer wins and double‑digit growth. You will champion the customer internally, challenge friction in processes, and collaborate across Sales, Operations, Engineering, Quality, and Finance to remove barriers and drive performance.

• Build a confident, high-performing Customer Services team with clarity of purpose and ownership.
• Drive Gallup engagement — create an environment where people feel motivated, valued, and accountable.
• Conduct regular development 1:1s, deliver real-time feedback, and maintain clear development plans.
• Lead annual performance management with fairness, rigor, and a coaching mindset.

• Take ownership of the full customer journey — from initial quotation through order fulfilment and aftercare.
• Ensure proactive, accurate, and professional communication at every stage, keeping customers
• Listen to customer needs and propose effective, commercially sound
• Own and resolve escalations swiftly — minimise disruption and restore confidence when issues arise.
• Ensuring customers experience reliable, professional, and proactive communication.
• Lead and coach the team to improve style, sentiment and accuracy.
• Acting as the internal advocate for customers — challenging processes that create friction or risk trust.
• Clearly explaining customers’ perspective.
• Collaborating with Peers.
• Encourage cross functional face to face discussions.

• Define and maintain customer centric and operational KPIs that drive focus and accountability.
• Use Pareto and root cause analysis to identify priorities and resolve recurring issues.
• Build scalable, efficient processes — leveraging IFS (MRP) and Zendesk to improve quality and
• Identify and implement process improvements that support future growth.
• Working closely with Sales, Operations, Engineering, Quality, and Finance to support growth and delivery performance.
• Successfully onboard new customers, supporting them through the first years to established account.
• Reports changes in customer engagement and behaviour that suggests our account with them is at risk.
• Develops market and customer knowledge to facilitate improved decision making and identify potential missed opportunity.

• Follow UK, European and US Export Compliance procedures
• Contract review terms and conditions
• Collaborate with Sales and Finance to recommend Payment terms

• Keep abreast of changes to Company Policies and Procedures, AMOT Terms and Conditions ensuring the same are adhered to and met
• Respond to change positively and productively and handle other tasks and projects as may be required.

• A confident, engaged Customer Services team operating with clarity and ownership.
• Improved customer satisfaction, trust, and retention.
• Strong cross‑functional collaboration and influence.
• A team that…