Our Vision
Together with our partners, we are driven to be the most respected, innovative & sustainable GSE manufacturer in the world.
Company Overview
Originally established as a Civil Engineering Firm by Terry Mallaghan in the 1960s, an ongoing dedication to excellence and innovation has seen Mallaghan evolve into a leading global manufacturer of GSE.
Combining technical expertise with a deep understanding of customer requirements, Mallaghan designs and manufactures a comprehensive range of specialist products, including hi-lifts, aircraft maintenance platform lifts, passenger stairs, and deicers, tailored to the needs of our international partners.
Headquartered in Dungannon, Northern Ireland, and with a manufacturing facility in Newnan, Georgia, Mallaghan employs a team of more than 400 people. With Ronan and Niall Mallaghan at the helm of the business, Mallaghan is committed to continued investment within the industry to ensure a range of innovative, sustainable GSE for airlines, airport and handling agents right across the world.
Overview and Purpose of Role
Reporting to the Head of Customer Care & Aftercare, the Customer Care Manager is responsible for managing all aspects of Mallaghan’s global customer care & support function both in Dungannon and to build on our continued success and growth opportunities within the Americas. The role sets an expectation to continuously improve processes, be an asset to customers and develop employees in knowledge / competency resulting in a more effective team. The candidate should be able to think outside the box to solve problems and willing to go the extra mile to ensure business goals are met. The ideal candidate shall embrace and champion our People, Innovation, Partnership & Efficiency values with the aim to integrate these into daily decisions and actions consistently.
Main Duties and Responsibilities
Leadership
· Provide leadership for the company’s Customer Care function:
§ Inspire trust by acting with integrity, humility and honesty, behaving in harmony with Mallaghan’s values and mission.
§ Working, in conjunction with the Head of Customer Care & Aftercare Services, on the development and implementation of the overall strategic business plan, ensuring customer care & aftercare operational goals and objectives are aligned to ensure the business achieves its ambitions.
§ Provide decisive leadership through communicating clear direction in everyday and pressure situations.
§ Provide direction, motivation, support, guidance and constructive feedback to your team whilst building understanding of and alignment with company goals, culture and behaviours.
§ Set best-in-class standards and practices, ensuring a uniformed approach, across service teams to include hiring, mentoring and performance management for customer care team members
§ Build strong relationships based in mutual trust with employees, suppliers and customers that reciprocate success in line with company Vision, Values & Behaviours, instil passion and excitement in everything we do.
· Manage & lead the Customer Care Service Team across the group including Service Engineers & Service Coordinators, ensuring that customer accounts, issues, and needs are handled in a timely and professional manner.
· Ensure that all team members are abiding by health, safety, and environmental policies and championing a “safety first” culture whether at a customer site or the Mallaghan factory.
· Consider the health and safety, environmental and energy impact of all customer care activities.
Lead continuous improvement initiatives through:
§ Weekly aggregation and reporting of warranty cost data & critical issues to Senior Leadership.
§ Quarterly product improvement discussions with Engineering & Production to relay observed and reported items.
§ Continuous engagement with the Commercial Team to ensure a seamless customer experience from point of sale to commissioning and long-term support.
· Champion projects to improve the overall customer experience including development of training programs and materials, while working with Salesforce Administrator to roll out a consolidated platform within Salesforce for technical support and warranty recording/tracking.
· Ensure data integrity within Salesforce Customer Resource Management (CRM) platform.
Role Requirements
· A Higher Education Degree level qualification, in a technical discipline, with a minimum 5 years’ experience in Customer Care.
· Strong technical knowledge of mechanical, electrical and hydraulic systems.
· A natural leadership style with the ability to motivate, inspire and empower the team to deliver and exceed results whilst being willing to adopt a “sleeves rolled up” approach when necessary
· Excellent customer relationship skills with a service orientated approach which inspires confidence in customer care & aftercare team
· Proficient and experienced in Salesforce, Microsoft Office, specifically Excel, Word, One Drive, and Power Point
· Ability to juggle a varied workload and deliver profitable and sustainable service levels.
· Willingness to travel internationally as required
· Commitment to lead in line with Mallaghan Vision, Values & Behaviours
· Resilient with the ability to operate and thrive within a fast paced and dynamic environment.
· Excellent communication (both written and verbal), collaboration and inter-personal skills with the ability to effectively engage and influence stakeholders at all levels.
Job Types: Full-time, Permanent
Benefits:

• Casual dress
• Company events
• Cycle to work scheme
• Flexitime
• Gym membership
• Health & wellbeing programme
• Life insurance
• Referral programme
• Store discount

Schedule:

• Monday to Friday

Work authorisation:

• United Kingdom (required)

Work Location: In person