MARCO, a globally recognised automation and technology company and part of the ATS Group, are looking for an experienced and customer-focused Aftersales Manager to lead and develop our aftersales function, ensuring our customers receive outstanding support throughout the lifecycle of their equipment, systems and service agreements.
Based at our office in Edenbridge, This is an exciting opportunity for someone with a strong commercial mindset and passion for customer success to play a key role in driving customer retention, recurring revenue growth and service excellence.
The Role:
As Aftersales Manager, you will take ownership of our service contract renewal process, customer support programmes and customer satisfaction initiatives. Working closely with our Sales, Service and Projects teams, you will ensure customers maximise the value of their investment while identifying opportunities to expand our aftersales offering. Key Responsibilities include:
Service Contract & Renewal Management
- Manage the full service contract renewal process from initial engagement through to completion.
- Maintain accurate records of customer contracts, renewal dates and commercial agreements.
- Proactively engage customers ahead of contract expiry to secure renewals and identify upselling opportunities.
- Consistently deliver service contract revenue and margin targets.
Customer Relationship Management
- Manage customer support agreements and ensure customers receive maximum value from their contracts.
- Build strong, long-term customer relationships through regular communication and review meetings.
- Act as the primary contact for aftersales enquiries and post-delivery support.
- Prepare quotations for software upgrades, enhancements, service agreements, training services, spare parts and support packages.
Aftersales Programme Development
- Lead the development and continuous improvement of MARCO's aftersales strategy.
- Introduce new initiatives that improve customer engagement, retention and recurring revenue.
- Identify enhancements to customer support services and programmes.
Data Analysis & Customer
- Analyse customer and service data to identify trends, risks and growth opportunities.
- Monitor service utilisation and recommend improvements.
- Produce reports on contract performance, customer satisfaction, renewal rates and aftersales revenue.
- Lead customer satisfaction surveys and Net Promoter Score (NPS) initiatives.
- Develop action plans based on customer feedback to improve service delivery and retention.
About You
As part of a small team, it is imperative that you are hardworking and passionate about contributing to our success as a business. You will also demonstrate:
- Previous experience in an Aftersales, Customer Success, Account Management, Service Management or commercial customer-facing role, within engineering, manufacturing, automation, technology or industrial sectors.
- Experience managing customer contracts and service agreements.
- Excellent communication, negotiation and interpersonal skills.
- Strong commercial awareness and a customer-focused approach, with a proven ability to build and maintain strong customer relationships.
- Experience analysing data and producing management reports.
- Excellent organisation and project management skills.
- Excellent problem-solving and analytical abilities.
In addition, experience of service contract management and knowledge of industrial automation, smart manufacturing, weighing systems or related technologies would be highly advantageous, as would experience using CRM and ERP systems.
About Us
With the launch of our recently updated intelligent software imminent, this is an exciting time to join MARCO and contribute to our growth and be a key player in delivering cutting-edge solutions to the Fresh Produce industry across 45 countries.
Employee Benefits Package:
- Lucrative commission structure: Your base salary will be significantly supplemented as a rewarded for continuously driving aftersales growth.
- Generous Annual Leave: Enjoy a well-deserved work-life balance with 25 days of annual leave in addition to recognized bank holidays.
- Comprehensive Health Coverage: Access peace of mind with our private medical insurance, ensuring your health and well-being are a top priority.
- Enhanced Pension Scheme: Invest in your future with our enhanced pension scheme, providing a solid foundation for your retirement plans.
- Annual Company Bonus Scheme: We value everyone’s contribution and operate an annual bonus scheme, aligned with company objectives.
- Convenient Onsite Parking: Experience hassle-free commuting with our onsite parking facilities, making your journey to work more convenient and stress-free.
At MARCO you are more than just a number, we value our employees and are committed to providing a competitive benefits package that enhances your overall work experience and supports your personal and professional wellbeing.
Further details:
- Full-time
- 35 hours per week, Monday to Friday
- On site
- Competitive salary
Strictly no agencies please
Pay: £35,000.00-£38,000.00 per year
Benefits:
- Company pension
- Enhanced maternity leave
- Free parking
- Private medical insurance
- Sick pay
Work Location: In person
