Job Description

About Hultsteins:

Hultsteins is a manufacturer and distributor of diesel free temperature-controlled solutions. The company has been designing and producing hydraulic drive transport refrigeration systems for over 60 years in Sweden and launched in the UK during 2019. Our aim is to drive the industry forwards with innovation and technology whilst helping our customers work towards their sustainability goals. We manufacture our own products Ecogen a hydraulic electric generator and Ecofridge a hydraulic fridge unit on site in Sweden. As well as this we also distribute other products such as air curtains and Orbcomm temperature telematics.

Due to continued growth as the overall industry is adapting to more sustainable solutions for temperature-controlled transport, we need to continue to expand our team. At Hultsteins we pride ourselves on being a small team with big achievements, we are hardworking but also have a genuine work life balance.

Role Overview:

This role is based at our Biggleswade office, national travel is required and will include some nights staying away from home.

We are seeking a highly motivated and experienced Aftersales and Operations Manager to take ownership of and drive our complete aftersales service operation. This pivotal role will be responsible for ensuring exceptional customer satisfaction through the efficient and effective delivery of service, maintenance, repairs, and technical support for our range of sustainable transport refrigeration and Ecogen units. The ideal candidate will possess a deep understanding of aftersales processes within a technical manufacturing environment, and a passion for delivering outstanding customer experiences.

Key Responsibilities:

Service Delivery:

Oversee the efficient scheduling and execution of service, maintenance, and repair work, ensuring adherence to quality standards, service level agreements (SLAs), and customer expectations. As well as working collaboratively with our national network of service agents and carrying out on site training as required.

Warranty Management:

Manage the warranty process, including claim assessment, processing, and cost control, ensuring fair and timely resolutions for customers.

Parts Management:

Oversee the efficient management of spare parts inventory, ensuring availability and timely delivery to meet service requirements.

Customer Relationship Management:

Build and maintain strong relationships with key customers, acting as the primary point of contact for aftersales-related matters and proactively addressing any concerns.

Performance Monitoring and Reporting:

Establish and monitor key performance indicators (KPIs) for the aftersales function, such as response times, first-time fix rates, customer satisfaction scores, and service profitability. Provide regular reports to senior management on performance and identify areas for improvement.

Process Improvement:

Continuously review and improve aftersales processes, implementing best practices and leveraging technology to enhance efficiency, customer experience, and cost-effectiveness.

Health and Safety:

Ensure that all aftersales activities are carried out in compliance with relevant health and safety regulations.

Collaboration:

Work closely with other departments, including sales, production, and engineering, to ensure seamless integration and a consistent customer experience.
Qualifications and Experience:

Proven experience in an operations management role within a technical manufacturing or engineering environment, ideally within the refrigeration, automotive, or hydraulics industry. (Essential) Aftersales experience operations management role within a technical manufacturing or engineering environment, ideally within the refrigeration, automotive, or hydraulics industry. (Preferred by not essential). Strong IT proficiency in Microsoft suite particularly Excel and Word applications (Essential). Excellent understanding of aftersales processes, including service delivery, maintenance, repairs, warranty management, and parts logistics. Strong technical aptitude and the ability to understand and explain technical information related to refrigeration and hydraulic systems. Exceptional customer service and communication skills, with the ability to build rapport and resolve issues effectively. Strong problem-solving and decision-making abilities. Excellent organizational and time management skills with the ability to prioritize and manage multiple tasks simultaneously. A relevant technical qualification (e.g., HNC, degree) in refrigeration or hydraulic engineering or a related field is desirable but not essential. A relevant operations or management degree (desirable but not essential). Full UK driving license. Ideally based within an hour of Biggleswade.
Full product and warranty training will be given to the successful candidate.

What We Offer:

Competitive salary and benefits package

Salary is dependant on experience.

Opportunity to lead and shape a critical function within a growing and innovative company. A supportive and collaborative working environment. Opportunities for professional development and growth. The chance to contribute to a company making a positive impact through sustainable technology.
Job Type: Full-time

Pay: 40,000.00-50,000.00 per year

Benefits:

Company pension On-site parking
Ability to commute/relocate:

Biggleswade, SG18 9JY: reliably commute or plan to relocate before starting work (required)
Licence/Certification:

Full UK Driving Licence (required)
Work authorisation:

United Kingdom (required)
Work Location: In person