Customer Service Manager

Customer Service Manager – Controls and VJ Tech

Location : Hertfordshire, United Kingdom

Reports to : General Manager

Travel : Up to 50%

About the Role

Controls and VJ Tech are seeking a Customer Service Manager to lead customer service and technical support across both businesses.

You will manage the service team, coordinate customer support activities and take ownership of customer issues through to resolution. Working closely with sales, engineering and production teams, you will ensure customers receive responsive support while improving service standards, systems and processes.

This role is suited to someone with a strong customer service background in an engineering or technology business who can lead a team, manage competing priorities and communicate confidently with customers about technical issues.

Key Responsibilities

• Lead the service team supporting Controls and VJ Tech, planning daily activities, scheduling engineers and monitoring progress against customer commitments.

• Oversee remote and onsite troubleshooting, installation, commissioning, calibration, maintenance, repairs and customer training.

• Supervise and, where required, carry out service activities at customer locations.

• Handle customer complaints and escalations promptly and professionally, coordinating the resources needed to resolve issues.

• Maintain an effective service desk and improve how customer enquiries are prioritised, managed and followed through.

• Work closely with Controls engineering, production and service teams in Italy and the relevant VJ Tech teams to resolve customer issues.

• Partner with both sales teams to ensure installation and commissioning requirements are included in orders and scheduled promptly following delivery.

• Support internal teams and customers with applications, service and warranty enquiries.

• Prepare weekly and monthly service reports covering team activities, outstanding issues and service performance.

• Maintain consistent technical service standards and identify opportunities to improve customer satisfaction.

• Keep current with relevant industry standards, regulations and testing methodologies.

Experience and Qualifications

• Demonstrated experience in customer service or technical support within an engineering or technology business.

• Ability to lead a service team, coordinate workloads and manage multiple customer requests.

• A qualification in materials, civil or geotechnical engineering, or a bachelor’s degree in mechanical, electrical or electronics technology, with laboratory testing experience.

• Experience within materials testing, geotechnical testing or a related equipment industry is preferred.

• Strong analytical and problem-solving skills, with a practical approach to resolving customer issues.

• Excellent written and spoken English, reporting skills and interpersonal skills.

• Willingness to travel up to 50%.

About Controls and VJ Tech

Controls and VJ Tech are part of the Nova Ventures Group portfolio of businesses.

Controls provides construction materials testing equipment and technical support to customers worldwide. VJ Tech manufactures and supplies advanced laboratory testing equipment for the construction and geotechnical industries.

This position supports customer service operations across both companies.

Learn more:

Controls: https://www.controls-group.com/

VJ Tech: https://www.vjtech.co.uk/