Aftersales Support Engineer

Futures recruitment is working with a well known and established manufacturing business in the West Yorkshire region who are looking to appoint an After Sales Engineer to act as the single point of contact for customers from initial notification through to final resolution. Operating within the Quality function and reporting to the Quality Manager, the role focuses on investigating product and installation issues, coordinating effective site-based solutions, and ensuring that learning from aftersales and warranty activity drives continuous improvement across the organisation.

Key Responsibilities

Act as the primary customer contact for all aftersales and warranty enquiries, ensuring a professional and responsive service.
Manage the full lifecycle of aftersales and warranty cases, including investigation, planning, execution, and closure.
Carry out on-site inspections to diagnose faults and determine root causes using structured problem-solving techniques.
Assess warranty claims in line with company policies, product specifications, and contractual warranty terms.
Liaise with the Planning team to ensure site visits and remedial works are scheduled effectively and safely.
Monitor progress and quality of site works, ensuring timely completion and satisfactory outcomes.
Lead root cause analysis (RCA) for all aftersales and warranty issues and drive corrective and preventive actions (CAPA).
Maintain accurate records of all cases, ensuring full traceability and high-quality data capture.
Provide structured feedback to Engineering, Production, and Operational Excellence teams to support product and process improvements.
Support the Quality Manager with reporting on aftersales performance, warranty trends, and customer satisfaction.
Qualifications, Experience & Skills

Engineering qualification (HNC/HND, degree, or equivalent experience) in a relevant discipline.
Experience in an aftersales, warranty, quality, service, or manufacturing engineering role.
Strong understanding of root cause analysis and corrective and preventive action methodologies.
Experience working with customers and managing technical issues professionally.
Good organisational skills with the ability to manage multiple cases concurrently.

Experience with in a manufacturing, construction, or engineered products environment.
Experience analysing aftersales or field failure data to support continuous improvement