Head of Product Support

Head of Product Support (Director)
UK-based (Multi-site / Field Based)
Permanent | Full Time
Up to £66,000 depending on experience

Role Overview

We are seeking an experienced Head of Product Support to lead UK Parts and Service operations, driving operational excellence, customer satisfaction, profitability, and continuous improvement.

The successful candidate will provide strategic leadership across service, parts, and technical support functions, ensuring high standards of safety, quality, efficiency, and customer delivery.

This role is ideal for an experienced aftersales leader from a heavy machinery, construction equipment, automotive, engineering, or industrial background.

Key Responsibilities

• Lead and develop UK Parts and Service operations across multiple locations.
• Drive operational performance, customer satisfaction, and profitability.
• Develop and implement long-term operational strategies and improvement plans.
• Manage budgets, resources, and performance targets.
• Lead, coach, and develop operational teams to achieve business objectives.
• Build strong relationships with key customers, suppliers, and internal stakeholders.
• Oversee service delivery, parts performance, inventory management, and supply chain efficiency.
• Champion continuous improvement initiatives and operational best practices.
• Support escalated technical, commercial, and customer issues.

Key Requirements

Essential Experience

• Proven senior leadership experience within after-sales, service, or parts operations.
• Experience managing multi-site operations and large technical teams.
• Strong background within heavy machinery, construction equipment, automotive, engineering, or a related technical industry.
• Experience managing operational budgets, KPIs, and profitability.
• Strong understanding of service delivery, parts supply chains, and customer support.
• Experience leading teams through change and continuous improvement initiatives.

Technical & Commercial Skills

• Strong technical understanding of complex machinery/products.
• Knowledge of parts operations, inventory management, and supplier relationships.
• Strong commercial awareness with experience managing customer and supplier partnerships.
• Excellent negotiation, problem-solving, and decision-making skills.
• Experience implementing lean principles and process improvements.

Leadership Attributes

• Strategic thinker with strong business judgement.
• Confident senior stakeholder communicator.
• Inspirational and inclusive leadership style.
• Results-driven with a focus on continuous improvement.
• Ability to build and lead high-performing teams.

Qualifications

• Degree or equivalent experience preferred.
• Leadership or management qualification desirable.

APPLY NOW OR CALL LYNSEY AT KEY RECRUITMENT FOR MORE INFORMATION