Technical Customer Services Manager – UK & Ireland Location: UK (with travel across UK & Ireland)
Employment Type: Full-Time
Role Overview A senior leadership position responsible for the strategic direction and operational delivery of Technical Services across the UK & Ireland. Reporting into senior management, you will lead a team of 10 technical professionals and ensure best-in-class technical support, compliance, training, and customer service standards.
This is a highly visible, customer-facing role requiring strong leadership capability, regulatory awareness, and the ability to represent the organisation at senior external levels.
Key Responsibilities Leadership & Strategy - Lead, coach, and develop a regional Technical Services team
- Define and execute the regional technical services strategy
- Drive operational efficiency, continuous improvement, and service excellence
- Manage departmental budgets and resource planning
Technical Operations - Oversee technical training programmes, including management of a dedicated training centre in Rugby
- Manage dealer and fleet audit programmes, technical inspections, and service-level consultations
- Oversee warranty processes in line with UK legislation, industry codes, and corporate compliance standards
- Ensure full alignment with relevant regulatory and safety requirements
- Monitor product performance data and provide technical insight to cross-functional stakeholders
Stakeholder & External Engagement - Act as the primary regional technical authority
- Support Sales, Marketing, and R&D with technical expertise
- Represent the organisation with industry associations, regulatory bodies, and media where required
- Develop technical communications including bulletins, service guidelines, and digital tools
Innovation & Continuous Improvement - Support implementation of digital solutions and technical systems
- Benchmark service performance against competitors and industry standards
- Identify opportunities for value creation and service enhancement
Experience & Qualifications - HND, Degree, or equivalent experience in Mechanical Engineering or related discipline
- 10+ years’ experience within Technical Services or a comparable technical leadership role
- Strong understanding of regulatory compliance, quality systems, and product lifecycle management
- Proven experience leading and developing high-performing teams
- Demonstrated ability to manage complex stakeholder environments
- Strong project and process management capability
- Excellent written and verbal communication skills
