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