Customer Service manager

Customer Service Manager

Swindon, Wiltshire (with travel and occasional out-of-hours support required)
£40,000 – £55,000 per year

A well-established international machinery business is seeking an experienced Customer Service Manager to take ownership of customer service operations across the UK.

This role will act as the primary point of contact for customers, ensuring the smooth coordination of installations, servicing, breakdown support and overall machine performance. The successful candidate will work closely with engineers, spare parts teams, sales teams and international manufacturing partners to deliver exceptional service and maintain strong customer relationships.

 

The Role

The Customer Service Manager will play a central role in ensuring customer satisfaction and operational efficiency. The position involves managing service requests, coordinating engineering activity, supporting installations and maintaining effective communication between customers and internal teams.

 

Key Responsibilities

Customer Support & Service Coordination

• Act as the first point of contact for customers regarding service issues, breakdowns, installations and technical queries
• Maintain professional and calm communication with customers, particularly during urgent situations
• Provide support outside of normal working hours when required for critical issues

Installation & Project Coordination

• Liaise with customers to ensure all prerequisites are in place ahead of machinery installations (utilities, layouts, access and documentation)
• Coordinate with international manufacturing teams to obtain technical documentation, drawings and installation requirements
• Monitor project progress, identify potential delays and ensure installations remain on schedule

Technical & Engineering Support

• Provide initial technical guidance using a solid understanding of mechanical and electrical principles
• Translate customer issues into clear actions for the engineering team
• Coordinate engineer visits and follow up on outcomes, progress and customer feedback
• Communicate directly with customers regarding modifications, improvements or corrective actions following service visits

Preventative Maintenance & Continuous Improvement

• Work with sales and service teams to develop preventative maintenance strategies
• Maintain structured records of machine issues, breakdown trends and recurring faults
• Provide feedback to international manufacturing teams on field issues and opportunities for product improvement

Commercial & Operational Awareness

• Maintain an understanding of service costs, spare parts pricing and commercial margins
• Work closely with spare parts teams to support parts identification and availability
• Track stock levels of machinery, tools and service equipment to ensure operational readiness

Internal Collaboration

• Work closely with sales teams to support customers both pre- and post-sale
• Maintain clear communication across internal departments to ensure priorities and timelines are aligned
• Keep accurate records of ongoing installations, service calls and project progress

 

Skills & Experience Required

Essential

• Proven experience in a customer service management, service coordination or technical support role within machinery, engineering or capital equipment
• Strong understanding of mechanical and electrical engineering principles
• Experience working with international manufacturers or global suppliers
• Excellent organisational and communication skills
• Ability to manage multiple priorities and handle escalated customer issues
• Commercial awareness relating to service work, spare parts and pricing
• Ability to work under pressure and occasionally outside normal working hours

Desirable

• Experience within packaging machinery or automated production equipment
• Experience working closely with service engineers and spare parts teams
• Experience implementing or managing preventative maintenance programmes

 

Personal Attributes

• Professional, reliable and highly customer focused
• Proactive and solutions driven
• Strong attention to detail with a structured approach to managing projects and issues
• Confident communicator at all levels
• Able to work independently while contributing as part of a team

 

Benefits

• Life insurance
• Private medical insurance