Job Title: After Sales, Service & Warranty Manager
Reports to: Managing Director
Location: Transtherm Cooling Industries Ltd, Coventry
Salary: £46,000–£50,000 per annum (depending on experience)
Working Hours: 34 hours per week. Monday to Thursday 09:00 – 17:00 and Friday 09:00 – 16:00 with 1 hour for lunch
Start Date: ASAP
About Us
We are a forward thinking, multi-disciplined, expanding, engineering company based in Coventry providing solutions to a broad range of markets and industries. We are innovators of technologically-advanced cooling solutions that deliver industrial connectivity benefits, reduce energy and water consumption and automatically control Legionella risk and are a leading designer and manufacturer of adiabatic coolers, air blast coolers, free coolers and pump sets.
We focus on manufacturing systems for applications including power generation, data centres, water- cooled chillers, induction heating, air compressors and other renewable energy and process cooling systems.
We’re proud to be a customer-centric, family owned and managed business and we work hard to maintain longstanding relationships with our customers, adding value to their supply chain with our efficient product specification processes, established logistics and delivery services, alongside fast, convenient installation and commissioning procedures. Our products are the chosen option for some of the world’s most reputable OEMs. Our efforts have been recognised by the DCS Awards panel and we are proud winners of the ‘Data Centre Cooling Innovation of the Year’ Award.
Who we are looking for
Transtherm Cooling Industries is looking to appoint an experienced After Sales, Service & Warranty Manager to lead our aftersales function and provide a consistently high standard of customer support throughout the lifetime of our equipment. To be successful in this role you will need to have demonstrable engineering or technical experience and a customer focussed approach.
This is a newly created role that brings together responsibility for service coordination, warranty management and aftersales support, creating a dedicated function focused on delivering an outstanding customer experience while strengthening collaboration across the business, and would ideally suit someone who has previously worked as a Field Services Engineer, or a similar onsite role diagnosing engineering or technical related issues for customers.
Working closely with Engineering, Production, Quality, Contracts and Sales, you will coordinate service activities, oversee warranty administration, organise site support and ensure customers receive timely, professional communication from initial enquiry through to completion. You'll also play an important role in identifying opportunities to improve products, processes and service delivery, helping Transtherm build on its reputation for quality, reliability and customer service.
This is an excellent opportunity to shape and develop an important business function, with the autonomy to establish best practice and make a lasting contribution to both customer satisfaction and operational performance.
This is a management-level role with responsibility for leading and developing Transtherm's After Sales, Service & Warranty function. The position is primarily office-based at our Coventry headquarters, with occasional travel to customer sites to support service reviews, customer meetings and project coordination.
There is no routine out-of-hours call-out requirement or requirement for international travel.
The Role
You will take ownership of Transtherm's aftersales, service and warranty activities, ensuring every enquiry is managed professionally, efficiently and to a consistently high standard.
Acting as the primary point of contact for customers, you will coordinate all aspects of the aftersales process, from the initial enquiry through to successful completion. You'll work closely with customers to understand their requirements, gather the necessary technical information and coordinate internal resources to deliver timely, practical solutions.
Working alongside Engineering, Production, Quality and Contracts, you'll ensure service activities are planned effectively, priorities remain visible and customers are kept informed throughout. Your focus will be on providing a seamless customer experience while ensuring internal actions are coordinated and delivered efficiently.
The role includes planning and coordinating site visits for commissioning support, warranty work, remedial activities, technical inspections and service requirements. You'll organise internal engineers and external subcontractors, ensuring visits are fully prepared with the appropriate documentation, equipment, site information and safety requirements.
Following each visit, you'll review reports, coordinate any follow-up actions and maintain clear communication with customers.
You'll oversee the administration of warranty requests, coordinate technical assessments with Engineering and ensure appropriate decisions are reached promptly and consistently. You'll also manage the repair, replacement, return or processing of components where required, maintaining accurate records throughout.
Working with the Head of People and operational managers, you'll help ensure employees attending customer sites hold the appropriate qualifications and certifications, while identifying future training requirements to support planned activities.
An important aspect of the role will be building strong working relationships across the business. You'll coordinate activities between Engineering, Production, Quality, Contracts, Sales and Purchasing, ensuring responsibilities are clear, progress is maintained and customers receive a joined-up, professional service.
You'll also oversee quality-related feedback arising from service activities and warranty requests, coordinating investigations where appropriate and ensuring valuable learning is shared across the business. By analysing service data and customer feedback, you'll identify trends and opportunities
that support improvements in product design, manufacturing, testing, documentation and installation guidance.
You will help identify opportunities for planned maintenance, chargeable service work, upgrades and other value-added services, supporting the continued growth of Transtherm's aftersales offering while ensuring customers receive clear advice and excellent service.
The successful candidate will be:
· Customer-focused and committed to delivering excellent service. A confident and professional communicator with a calm, positive and solutions-focused attitude.
· Able to build strong relationships with customers, suppliers and colleagues.
· Proactive, collaborative and accountable.
· Comfortable working across multiple departments while maintaining excellent attention to detail.
Key Objectives
The successful candidate will:
· Lead and develop a professional, customer-focused aftersales function.
· Deliver an outstanding customer experience through responsive communication and efficient service coordination.
· Ensure service activities and warranty requests are managed effectively from enquiry through to completion.
· Build strong working relationships across Engineering, Production, Quality, Contracts and Sales, and be comfortable with communicating with colleagues, customers and clients at all levels.
· Improve visibility of service activity, warranty performance and customer support.
· Use service data and customer feedback to identify opportunities for continuous improvement.
· Support improvements that enhance product quality, reliability and customer satisfaction.
· Contribute to the ongoing development of Transtherm's aftersales capability and reputation for excellence.
Skills & Experience
The successful candidate will demonstrate:
· A minimum of five years' experience in an aftersales, service management, warranty, technical support or customer service management role.
· A practical engineering or technical background with the ability to understand and discuss technical products.
· Strong demonstable experience managing customer relationships from initial enquiry through to successful completion.
· Strong organisational and planning skills with the ability to manage multiple priorities.
· Experience coordinating engineers, subcontractors or field service activities.
· Excellent communication and relationship-building skills
· Commercial awareness and an understanding of service delivery within a manufacturing or engineering environment.
· Experience using CRM systems, with HubSpot experience being advantageous.
· An understanding of quality management, continuous improvement and root cause investigation.
· Experience within manufacturing, HVAC, cooling equipment, building services or technical engineering environments would be highly desirable but not essential.
Company Benefits
- 24 days annual leave + bank holidays
- Birthday day off,
- Company sick pay,
- Healthshield EAP (following probation)
- Life Assurance (following probation)
- Company pension
- 4pm finish on a Friday
- On-site parking
Pay: £46,000.00-£50,000.00 per year
Benefits:
- Company pension
- Employee discount
- Enhanced maternity leave
- Life insurance
- On-site parking
- Referral programme
- Sick pay
Ability to commute/relocate:
- Coventry CV4 9XA: reliably commute or plan to relocate before starting work (required)
Experience:
- Engineering or Technical : 5 years (required)
- Case management: 5 years (required)
Language:
- Fluent English (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
