Regional Customer Support Manager (Plant Hire & Construction Equipment)
Location: Farnham (Covering London & South East Region)
Salary: £50,000–£55,000 + 10% Bonus + Company Vehicle
Full Time | 42.5 Hours
Lead Customer Support Across One of the South East's Largest Plant Hire Operations
We are looking for an experienced Regional Customer Support Manager with a proven background in the plant hire, construction equipment, heavy plant or agricultural machinery industry.
This is not an office-based customer service role. We're looking for someone who understands the operational challenges of keeping plant equipment working, minimising customer downtime and leading engineering teams across multiple depots.
You'll work closely with customers, depot managers, workshop foremen and field service engineers to deliver industry-leading aftersales support across our South East region.
The successful candidate will already have experience managing service operations within a plant hire, heavy equipment or construction machinery environment.
The Role
Reporting to the Head of Service, you'll be responsible for the service performance of four depots:
- Farnham
- Wrotham
- Burgess Hill
- Totton
You'll spend much of your time visiting depots and customer sites across London and the South East, supporting engineering teams, resolving customer issues and driving service performance.
Key ResponsibilitiesCustomer Relationships
- Manage relationships with major plant hire customers and key accounts
- Visit customer sites to review equipment performance and service delivery
- Resolve escalated service issues quickly and professionally
- Improve customer satisfaction and maximise equipment uptime
- Build long-term partnerships with contractors and fleet customers
Regional Service Management
- Lead Workshop Foremen, Workshop Engineers and Field Service Engineers across four depots
- Monitor engineer utilisation, productivity and response times
- Ensure planned maintenance, breakdown response and repairs meet agreed service levels
- Drive continuous improvement across workshop and field operations
- Support depot managers in achieving service KPIs
Commercial Performance
- Improve labour recovery and workshop efficiency
- Support service revenue growth
- Reduce work in progress and invoice queries
- Monitor warranty claims and service costs
- Deliver regional service targets and budgets
Health, Safety & Compliance
- Carry out regular depot audits
- Ensure compliance with Health & Safety legislation
- Participate in accident investigations and safety reviews
- Promote a strong safety culture across workshops and customer sites
Leadership
- Recruit, coach and develop engineering teams
- Conduct appraisals and performance reviews
- Mentor apprentices and developing engineers
- Encourage a positive, customer-focused culture
About You
We're looking for someone who already understands the demands of supporting construction plant and equipment.
You'll ideally have:
- Minimum 5–10 years' experience within Plant Hire, Construction Equipment, Heavy Plant, Agricultural Machinery or Powered Access
- Previous experience as a Regional Service Manager, Service Manager, Depot Service Manager, Engineering Manager or Workshop Manager
- Experience managing Field Service Engineers and Workshop Engineers
- Strong customer account management experience
- Excellent commercial awareness
- Experience working to service KPIs
- Ability to build relationships with contractors and major customers
- Full UK Driving Licence
Experience of supporting equipment such as excavators, dumpers, rollers, telehandlers, compressors, generators or other construction plant would be highly advantageous.
What's in it for You?
- £50,000–£55,000 salary
- 10% discretionary annual bonus
- Company Nissan Navara
- 22 days holiday + Bank Holidays
- Birthday leave after one year's service
- Long service holiday increase (up to 26 days)
- Pension
- Death in Service (3x salary)
- Healthcare Cash Plan
- Enhanced Company Sick Pay
- Cycle to Work Scheme
- Employee Awards
- Recognition Programme
- Company Uniform
Ideal Background
We welcome applications from candidates currently working within:
- Plant Hire
- Construction Equipment
- Heavy Plant
- Agricultural Machinery
- Material Handling Equipment
- Powered Access
- Industrial Equipment
Why Join Us?
This is an opportunity to take ownership of service operations across a key region, working with experienced engineering teams and some of the UK's leading construction customers. If you're passionate about customer service, operational excellence and keeping construction plant working safely and efficiently, we'd like to hear from you.
Pay: £50,000.00-£70,000.00 per year
Work Location: In person
