Technical Customer Services Lead

Fords Packaging Systems

  • Kempston, Bedfordshire
  • Permanent
  • Full-time
  • 1 month ago
We are seeking an outstanding individual to join our growing team, this is a brand-new role designed to add capacity, drive efficiency, and optimise how we deliver service across the business. It’s a brilliant opportunity to make your mark.While this is not a hands-on technical role, a good understanding of technical terminology and the ability to triage incoming service requests from a technical perspective is essential. You’ll need to ask the right questions, gather key information, and keep things moving.It goes without saying you’ll thrive on delivering exceptional customer service. You’ll play a pivotal role in optimising the activities of our service engineers, assessing customer requests, managing logistics and streamlining communication and reporting across the department.This is a fast-paced and people-heavy role that demands exceptional organisation, excellent customer service, strong IT skills and a cool head under pressure.You’ll enjoy working with both engineers and customers, understand how to manage competing priorities, and thrive in a business that is evolving and adopting digital tools to improve performance and customer service.Key ResponsibilitiesLogistics
  • Respond to customer enquiries, triage and prioritise each request, gathering key technical information to assess urgency and scope and ensure the appropriate response.
  • Optimise service engineer schedules, utilising KPIs to drive efficiency in route management, logistics and planning. Providing support for travel and logistics management when required.
  • Create dedicated visit packs for engineers, ensuring they are well prepared with technical documentation, site-specific details.
  • Monitor the progress of service jobs through to completion in line with KPI requirements, closing jobs in the system.
  • Proactively follow up on engineer reports to identify sales opportunities and additional customer needs - spares, repairs, upgrades, training, maintenance - and ensure these are captured and progressed appropriately.
  • Assist in the implementation of service ticketing software, helping to create structure, visibility and traceability for all customer service activity.
  • Champion the utilisation of the ERP system, supporting the development of dashboards and reporting tools to monitor service metrics, equipment downtime, and recurring issues
  • Complete KPI reports to a daily, weekly and monthly, (including daily performance, non-conformance), developing performance metrics and reporting.
  • Collaborate with customers to help analyse equipment data and recommend operational and on-site maintenance improvements.
  • Maintain accurate and up-to-date service records and customer files.
  • Support the scheduling of preventative maintenance and proactive management of service contracts.
  • Maintain customer portals with updated compliance and documentation ahead of site visits as required.
  • Support long-term strategies for AI, predictive maintenance, and condition-based monitoring (CBM), helping to futureproof how we serve our customers.
  • Undertake any other duties as may be required from time to time as appropriate to the post
Skills and Experience
  • Proven experience in a customer service role within a technical or engineering environment.
  • Comfortable working with technical details and confident in asking the right questions to understand customer issues clearly.
  • Digitally savvy and comfortable using ERP and CRM tools (Epicor and Salesforce experience desirable).
  • Strong organisational skills, you enjoy structure, clear processes, and working through complex scheduling challenges.
  • Excellent communication skills, written and telephone with the confidence to manage both customers under pressure and engineers with big personalities.
  • Resilient, calm under pressure, and able to make good decisions in a fast-paced environment.
  • A genuine team player who works well with others and contributes positively to a shared goal.
  • A proactive attitude and a genuine desire to deliver outstanding customer service.
  • Skilled at building strong relationships across departments and embracing a culture of collaboration and shared visibility.

Fords Packaging Systems