Transtherm Cooling Industries Ltd
After Sales, Service & Warranty Manager
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After Sales, Service & Warranty Manager
After Sales, Service & Warranty Manager – Coventry
Reports To
Managing Director
Location
Transtherm Cooling Industries Ltd, Coventry
Salary & Hours
£46,000–£50,000 per annum (depending on experience) 34 hours per week – Monday to Thursday 09:00–17:00, Friday 09:00–16:00 (1-hour lunch break) Start date: ASAP
About Us
We are a forward-thinking, multi-disciplined, expanding engineering company based in Coventry, specialising in technologically-advanced cooling solutions. Our innovations deliver industrial connectivity benefits while reducing energy and water consumption. We automatically manage Legionella risk and are the leading designer and manufacturer of:
- Adiabatic coolers
- Air blast coolers
- Free coolers
- Pump sets
Our products support industries including:
- Power generation
- Data centres
- Water-cooled chillers
- Induction heating
- Air compressors
- Renewable energy & process cooling systems
As a customer-centric, family-owned business, we prioritise long-term relationships and value-added supply chain support—ranging from efficient product specification and logistics to swift installation and commissioning.
We’ve been recognised as "Data Centre Cooling Innovation of the Year" at the DCS Awards, serving some of the world’s most reputable OEMs.
The Role
Key Responsibilities
This is a newly created management-level role responsible for:
- Leading aftersales, service, and warranty management to deliver outstanding customer support across the lifecycle of our equipment.
- Providing a dedicated aftersales function that improves internal collaboration while maintaining high service standards.
- Owning coordination across Engineering, Production, Quality, Contracts, and Sales to ensure:
- Efficient service planning and execution (site support, warranty work, debugging, technical inspections).
- Timely, professional communication from first enquiry through completion.
- Continuous process improvements based on customer feedback and operational data.
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Core Work Areas
-
Aftersales & Customer Coordination
- Lead all aftersales processes: inquiries, support, warranty claims, and post-service feedback.
- Act as the primary customer point of contact, ensuring disputes are resolved efficiently and professionally.
-
Service & Warranty Management
- Oversee all warranty requests, technical assessments, and decisions (repair/replacement/returns).
- Maintain accurate warranty/technical records for regulatory and operational use.
-
Technical & Field Support
- Plan and organise site visits (commissioning support, technical audits, service repairs).
- Manage internal engineers and external subcontractors, ensuring visits are well-prepared and conducted safely.
- Review post-site reports and coordinate follow-ups with customers and teams.
-
Quality & Improvement Initiatives
- Identify opportunities to enhance product reliability, documentation, and installation guidance through service data analysis.
- Collect, analyse, and share customer/potential defect trends with internal teams to improve future processes.
-
Planned Maintenance & Value-Added Services
- Assess opportunities for chargeable upgrade/core maintenance, adding revenue and service layers for customers.
-
Internal Collaboration
- Ensure seamless communication between Engineering, Production, Quality, Contracts, and Sales.
- Drive alignment across technical teams on partnering with customers.
Who We Are Looking For
A proactive, customer-obsessed professional with a track record in aftersales, warranty management, or customer service—particularly within manufacturing or engineering. You’ll thrive in a dynamic, client-centred environment where including new functional processes is part of your ownership.
Essential Criteria
- Minimum 5 years’ experience in aftersales, service management, warranty, technical support, or customer service leadership roles.
- Applied engineering/technical background (practical knowledge to troubleshoot and analyse products).
- Strong customer service measurement skills (ability to drive resolution from first enquiry to completion).
- Demonstrated experience coordinating engineers, subcontractors, and field teams.
- Excellent organisational and planning skills alongside ability to operate under pressure with minimal supervision.
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Desirable Traits
- Experience with CRM systems (particularly HubSpot).
- Knowledge of HVAC, cooling systems, or industrial equipment businesses.
- Hands-on experience in quality assurance, root cause investigation, and continuous improvement.
Key Objectives
As the After Sales, Service & Warranty Manager, your priorities include:
1. Build a Customer-First Function
- Develop, lead, and grow a professional team and processes built on positive customer outcomes.
2. Responsive Service Delivery
- Process warranty claims and service requests efficiently, maintaining zero complaints.
- Ensure high-satisfaction touchpoints across technical support communications.
3. Data-Driven Processes
- Improve transparency into service performance, warranty claims, and client support.
4. Process Innovation
- Use customer feedback and service metrics to drive product/process improvements (QA updates, technical guidance).
5. Strengthen Company Standing
- Bolster Transtherm’s reputation as a leader in reliability, quality, and long-term support.
Why Join Us
We offer €an exciting opportunity to shape a growing business function. The role combines:
- Autonomy to establish new workflows, best practices, and training programs.
- Office-based working with occasional travel to customer sites and meetings.
- Exposure across dealers, engineering teams, distribution channels, and global customers.
Transtherm is committed to fostering a collaborative, customer-aligned culture, offering longterm growth potential and development outcomes in tech-driven manufacturing.
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