Customer Service Manager (Ref: PK9189)

CUSTOMER SERVICE MANAGER

WILTSHIRE

Salary: £40-55K Based on Experience + Nest Pension + Private Healthcare

Hours: Monday to Friday 8:30-17:00pm

Play a key leadership role in customer satisfaction and service excellence working with a respected international packaging machinery manufacturer. Our client is seeking an experienced and highly professional Customer Service Manager to act as the primary point of contact for all customer service related matters.

This role is central to ensuring the successful installation, servicing, breakdown support, and ongoing performance of machinery across the UK. The Customer Service Manager will work closely with customers, the UK engineering team, spare parts, sales, and parent factories in Europe, ensuring excellent communication, technical coordination, and customer satisfaction at all times.

Key Responsibilities:

• Act as the first point of contact for customers regarding urgent service matters, breakdowns, installations, servicing, and general machine advice
• Always communicate professionally and calmly with customers, particularly in high pressure or urgent situations
• Be available outside of normal working hours when required to support critical customer issues
• Installation & Project Coordination - Liaise directly with customers and parent factories in Europe to ensure all prerequisites are in place prior to machine installations (utilities, layouts, access, timelines, documentation)
• Track project progress, identify delays or risks, and actively chase outstanding actions to keep projects on schedule
• Technical & Engineering Support - Provide initial technical advice to customers using a solid understanding of mechanical and electrical engineering principles and translate customer issues into clear, actionable work for the UK engineering team
• Liaise independently with customers regarding modifications, improvements, or corrective actions following installations or service visits
• Preventative Maintenance & Continuous Improvement - Work alongside the sales and service teams to develop and implement preventative maintenance strategies
• Commercial & Operational Awareness -Demonstrate a fair understanding of purchasing, selling, and commercial mark ups in relation to service work and spare parts
• Track stock levels of machinery, tools, and service equipment, ensuring operational readiness
• Cross Team Collaboration & Communication - Work closely with the Sales Team to support customers pre and post sale
• Maintain accurate oversight of ongoing projects, service calls, installations, and outstanding actions

Skills & Experience Required:

• Proven experience in a customer service, service management, or technical coordination role within machinery, engineering, or capital equipment.
• Ideal background working alongside Service Engineers and spare parts teams, with experience implementing or managing preventative maintenance programmes
• Strong mechanical and electrical engineering understanding, sufficient to advise customers and Support Engineers
• Experience liaising with manufacturers or parent companies, ideally in Europe
• Excellent communication and organisational skills, with the ability to manage multiple priorities
• Confident working directly with customers and handling urgent or escalated issues
• Commercial awareness, including pricing, purchasing, and margins
• Ability to work professionally under pressure and outside normal working hours when required
• Proactive and solutions driven
• Team player who can also work independently and take ownership