After Sales Manager

Location: Kingswinford

We are recruiting an After Sales Manager to work for a leading company based in Kingswinford. The role will report into the Operations Director. The role is a fixed term contract to cover maternity  9 – 12 months.

The main objective of the position will be to :

Provide strong, hands-on leadership across our  aftersales and service operations during maternity cover. Ensure service performance, customer experience, and operational standards remain high. As an After Sales Manager, you will lead and support our internal service, external field service, and technical teams, ensuring service performance remains strong and customers receive a high-quality aftersales experience.

The main duties will be:

Lead internal service, field service engineering, and technical teams

Line manage 3 direct reports: overall oversight of ~44 employees

Maintain ownership of core service KPIs (First Time Fix, PM cancellations, scheduling, revenue)

Oversee service margin, billing, and cashflow discipline

Support performance management, PDPs, 1-2-1s, audits, and stocktakes

Improve scheduling, route planning, and operational efficiency

Handle escalated customer complaints professionally

Analyse revenue streams (labour, parts, contracts, installs) and track trends

Progress service improvement projects and system enhancements (including Service Pro)

Role-model FAPH behaviours and build strong cross-team relationships

The ideal candidate will have the following skills:

Proven Senior Service Manager / After Sales leadership experience

Experience leading geographically dispersed teams

Strong understanding of service KPIs, margin, scheduling, and operational data

Calm, pragmatic, and solutions-focused

Credible communicator with strong stakeholder management skills

Leadership style aligned to Friendly, Ambitious, Professional, Honest values

A leadership style that is:

Friendly and approachable

In return we will provide, an excellent remuneration package,

9-12 month fixed-term contract

37-hour week

25 days holiday + 8 bank holidays (pro-rated)

Pension, Bupa Cashplan, EAP ((email address removed)), enhanced sick pay

Critical illness cover, death in service

Cycle-to-work scheme

On-site gym & social events

Full handover provided (subject to start date)