Head of Aftermarket

Role summary

The Head of Aftermarket is a senior leadership position responsible for the strategic, operational, and financial performance of the aftermarket division, with a particular focus on transforming and fixing the service department. This role covers parts, service, customer support, and the development of new revenue streams within the plant machinery sector. The successful candidate will drive business growth, enhance customer satisfaction, and ensure the service department operates efficiently and profitably.

• Strategic Leadership
  • Develop and execute a comprehensive aftermarket strategy aligned with company objectives, with a strong focus on service excellence and operational turnaround.
  • Lead, mentor, and inspire cross-functional teams in sales, service, parts, and customer support.
  • Identify and implement structural improvements to the service department, addressing inefficiencies and underperformance.
• Service Department Transformation
  • Assess current service operations, identify root causes of performance issues, and implement corrective action plans.
  • Oversee hiring, training, and performance management for all service staff, fostering a culture of accountability and continuous improvement.
  • Establish and monitor KPIs specific to service quality, turnaround time, customer satisfaction, and profitability.
  • Ensure full utilization of DMS, CRM, and manufacturer systems to optimize workflow and customer management.
  • Develop and enforce service department policies, processes, and health & safety standards.

• Operational Excellence
  • Take full P&L responsibility for the aftermarket business, including budgeting, forecasting, and cost control.
  • Drive revenue growth through upselling, cross-selling, and expanding service contracts and training programs.
  • Collaborate with marketing to promote service offerings, increase business opportunities, and enhance customer retention.
  • Ensure parts availability and efficient coordination between service and parts teams.

• Stakeholder Engagement
  • Build strong relationships with suppliers and customers to support business growth and service improvement.
  • Prepare and present regular reports to senior management on financial, operational, and customer performance.
  • Stay abreast of industry trends, competitor activity, and regulatory requirements to maintain a competitive edge.

• Parts Department
  • Develop and implement strategies to grow aftermarket parts sales and expand market presence.
  • Lead and inspire the parts department team, ensuring alignment with company goals and high performance.
  • Manage obsolescence rate (percentage of inventory that becomes unsellable).
  • Oversee inventory management to ensure optimal stock levels, minimize obsolescence, and maximize inventory turnover.
  • Manage supplier relationships, negotiate pricing and delivery terms, and ensure timely supply of high-quality parts.
  • Implement and enforce standard operating procedures for inventory control, order fulfillment, and returns.
  • Identify and act on opportunities for process improvement, cost reduction, and adoption of new technologies.
  • Prepare and present regular performance reports to senior management.

• Proven track record in aftermarket leadership within the machinery or automotive industry, with demonstrable experience fixing or transforming underperforming service departments.
• Strong commercial acumen and experience managing P&L for a service-driven business.
• Expertise in service operations, customer relationship management, and team leadership.
• Excellent problem-solving, communication, and change management skills.
• Ability to drive cultural change and foster high-performance teams.
• Bachelor’s degree in business, engineering, or a related field (preferred); equivalent experience consideredProficiency in relevant software applications, including CRM and ERP systems.
• Bachelor’s degree in Business Administration (desirable).

Basic

• £75,000 to £85,000

Package

• Company car
• Up to 25% bonus (dependant on KPI’s)

Benefits

• Pension
• Healthcover