Customer Services Director/Commercial Director/Sales

Customer Services Director/Commercial Director/Sales Director required for a 3 month contract based in Hampshire. There is a high possibility of this contract to be extended.

The Customer Services Director/Commercial Director will manage the development and growth of after sales service contract business including the creation of commercially attractive service offerings (both standard and tailored) and the achievement of maintenance contract sales & profitability targets. To ensure high levels of service delivery (within budgetary constraints) through management of the service helpdesk, ensuring calls are routed to relevant parts of the service delivery network (both in-house and 3rd party).

The Customer Services Director/Commercial Director/Sales Director will ideally have the following experience:

- Substantial experience in support contract business development and sales including generation of new offerings, contract negotiation and contract closure, working with relevant account managers/sales personnel
- Substantial experience in after sales service management including mixed in house/3rd party service provision
- Substantial experience in managing Contact Centres/Helpdesks
- Substantial experience in influencing senior management
- Substantial experience in commercial decision making and risk assessment of service offerings

Accountabilities:

- To ensure business targets for maintenance contract revenue/profitability and spare parts revenue/profitability are met
- To formulate and implement strategies for substantial growth in maintenance contract revenue in mid-term plus maximisation of profitability of spare parts business.
- For each FY to formulate and agree with Service head the balanced scorecard and to align individual team members objectives to the achievement
- Managing helpdesk, contract design & external service network management teams
- Managing third party providers of post sales services, finding correct balance between in-house and external service to maximise overall profitability for PSE.
- Auditing of ACS' (Authorised service centres )/ASD (Authorised service dealers) and TPM's
- Ensuring that agreed business group service strategy can be implemented through agreeing Service Level Agreements (SLA's) with each Business Group
- To interface with repair factories to ensure agreed customer service levels are met
- To act as escalation point for service issues relating to helpdesk, contract design & outsourced partners
- To create commercially attractive contract offers and associated sales & marketing collateral.
- To ensure that third party provides are meeting SLA's and that cost are in line with agreements for communicating exceptional levels of repair in ASC/ACD to business groups and Japan.

Responsibilities:

- To interface with repair factory to ensure agreed customer service levels are met
- Responsible for agreeing and signing-off up to standard levels for E50 grade within TOA framework
- Monitor KPI's to ensure divergences are understood and any necessary actions are clearly understood and carried out.
- Reporting to key stakeholders the key business KPI and potential risks
- Proactively working with Business Groups to create service offerings, balancing chargeable offerings with Embedded offerings.
- For gathering repair activity in ASC/ACD/TPM

Allegis Group Limited and Aston Carter Limited operate Employment Businesses and Agencies and are companies within the Allegis Group Inc. group of companies, the fourth largest staffing company in the world, (collectively referred to as the "Allegis Group"). TEKsystems and Aerotek are divisions of Allegis Group Limited. Applicant data will be treated in accordance with the Allegis Group's Privacy Notice. By submitting personal data to any company or division within the Allegis Group, the applicant is providing explicit consent to the use of such data by the Allegis Group and to the transfer of such data to and from the Allegis Group companies within the UK, Europe and outside the European Economic Area in connection with the fulfilment of the applicant's voluntary requests, and the fulfilment of other job opportunities that match the applicant's profile, and confirms that they may be contacted about such job opportunities.