EU Aftermarket Manager

Sunswap Ltd

2 days ago CV/1st Screening Multi Country/National Directors & Senior Managers Full Time Permanent Europe

Company Overview

Surrey, United Kingdom.

Sunswap Ltd

Manufacturing - Renewables and Environment

Start Up, Growth-Innovate

£17.3m round announced Aug 26–27, 2024; lead investor BGF; participation from Shell Ventures, Move Energy VC; continued support from Barclays and Clean Growth Fund. (Private company; no IPO.) USD Funding

51-200 Employees

https://sunswap.co.uk

Facebook

https://www.facebook.com/sunswapltd/

https://www.linkedin.com/company/sunswap-ltd/

Company Overview

Sunswap is a UK clean-tech manufacturer of fully electric, battery- and solar-powered transport refrigeration units (TRUs) that replace diesel systems... Read More

Company Culture

Recognised as a Sunday Times Best Place to Work (2024 & 2025); culture emphasises innovation, sustainability and inclusivity.

Company Vision

Decarbonising the global cold chain.

Company Mission

Deliver sustainable, zero-emission transport refrigeration that operators prefer for performance and total cost of ownership.

Company Insights

– Secured £17.3m investment in Aug 2024 led by BGF, with Shell Ventures, Move Energy VC, Barclays and Clean Growth Fund participating, to scale... Read More

Company Values

Innovation, sustainability, inclusivity, performance-first engineering

Company Gallery

Job Overview

Job Level

Directors & Senior Managers

Reports To

Director

Date

Immediate

Working Hours

Standard Working Hours

Working Hours Start Time

09:30 AM

Working Hours End Time

06:30 PM

Role Scope

Multi Country/National

Worksite Location

Hybrid

Job Location

Europe

Employment Type

Full Time Permanent

Job Family Category

Field Service & Technical Operations

Right To Work

Citizen, Permanent Resident, Work Visa Holder

Need To Travel

Yes — frequent travel across Europe

Role Purpose

Lead Sunswap’s European aftermarket operations, ensuring technical service excellence across key markets and supporting decarbonisation of the cold... Read More

Potential Upsides

Build a greenfield EU service partner network; shape SLAs/training/spares strategy; high visibility with leadership and key customers; mission-led... Read More

Potential Challenges

Frequent EU travel; standing up and auditing partner quality across diverse markets; handling complex escalations for a scaling hardware product;... Read More

Accountabilities/Responsibilities

Job Focus

Establish and manage EU service partner ecosystem; define support strategy (maintenance models, SLAs, spares, training); ensure field service quality; own EU service KPIs; provide L2 technical support & coordinate escalations; contribute to aftermarket co

Key Accountabilities/Responsibilities Main Focus (%)

Sales and Marketing

10%

Customer Management

Delivery and Operations

5%

1st Line Customer Support

30%

Field Service/IT Support Management

10%

Project Management

20%

Technical and Engineering Support

Governance, Risk, and Performance Excellence

5%

Business Analytics

10%

Performance Excellence

Innovation and Development

5%

Service Lifecycle Design

5%

Service Transformation

Job Description

Key responsibilities Build and manage an authorised network of European service partners and contractors. Define regional support strategies, including maintenance models, SLAs, spares provisioning, and training. Work with the Technical Services...Read More

No of Direct Reports

No of Indirect Reports

Budget Responsibility

None

Initial Job Focus

Stand up EU service partner network; codify & roll out SLAs/training/spares model; establish baseline performance metrics & feedback loops; build... Read More

Key Performance Indicators/Performance Metrics

Sales and Marketing

Customer Management

Customer satisfaction score (CSAT)

Net Promoter Score (NPS)

Client retention rate

Service contract renewal rate

Delivery and Operations

1st Line Customer Support

First-call resolution rate

Mean time to resolution (MTTR)

Customer satisfaction with support interactions

Field Service/IT Support Management

Percentage of on-time service visits

Technician productivity rate

Number of repeat service visits

Project Management

Percentage of projects completed on time

Customer satisfaction with project delivery

Technical and Engineering Support

Mean time to repair (MTTR)

Number of diagnostic errors resolved

Equipment downtime reduction percentage

Governance, Risk, and Performance Excellence

Performance Excellence

EU regional service KPI attainment, Continuous improvement actions closed

Motivational Factors

Career Prospects

Build and lead the EU aftermarket footprint; path toward regional leadership across EMEA aftermarket/service.

Currency

GBP British Pound Sterling

Gross Base Salary Range Per Annum

£ 780000 - NA

Gross Base Salary Range Per Month

£ 65000.00 - NA

Number Of Base Salary Months

Hours Per Week

Work Day Hours

Equal Opportunity Employer

Yes

Salary Negotiable

Yes

Motivation for Applying

Mission-driven climate impact, cutting-edge product, strong investor backing, pan-EU scope, visible operational ownership. ... Read More

Development Opportunities

Cross-functional exposure (engineering, customer experience, commercial); develop partner-management, service quality and commercial aftermarket... Read More

Employee Benefits (Non Cash Benefits/Flexible Benefits)

Education : Training for service partners is core to the role; company supports learning culture

Vacation/Leave : 30 days annual leave including a Wellbeing Day

Fitness/Health : Cycle to Work Scheme.

Company Product : Free Sunswap merch

Mental Health : 5 free counselling sessions per year

Free monthly lunches & quarterly socials., Sabbatical after 3 years

Hiring Profile

Minimum Education

Bachelor's Degree

Specialisation

Engineering/Technical Management or equivalent

Leadership

Cross-Functional Leader

Languages

English

Technology/Software

Field service & ticketing tools, KPI dashboards/BI, CRM, telematics/remote diagnostics;, SLA reporting frameworks

Equipment/Tools

Refrigeration diagnostic tools, TRU systems (e.g. Sunswap Endurance), HVAC test/measurement equipment

Desired Work Experience (In Years)

Knowledge

Service quality management, troubleshooting & escalation; SLAs/spares/training models; refrigeration/HVAC familiarity; aftermarket commercial models.

Personal Attributes/Personality

Customer-centric, analytical, cross-functional collaborator, process-driven, comfortable with travel and ambiguity, continuous-improvement mindset.

Competencies

Note: Core Competencies Marked as ()

Technical Fault Diagnosis

Root Cause Analysis

Cross-Functional Collaboration

Service Quality Assurance

Service Level Management

Escalation Management

Vendor & Partner Coordination

KPI Monitoring & Reporting

Job Description

Responsibilities:

<h3><strong>Key responsibilities</strong></h3>
<ul role="list">
<li>Build and manage an authorised network of European service partners and contractors.</li>
<li>Define regional support strategies, including maintenance models, SLAs, spares provisioning, and training.</li>
<li>Work with the Technical Services Manager to ensure consistent, high-quality field service delivery across all locations.</li>
<li>Collaborate with the Customer Experience Manager to align on feedback loops, satisfaction metrics and proactive issue resolution.</li>
<li>Participate in field visits and audits of service partners to ensure compliance with Sunswap standards.</li>
<li>Provide second-line technical support and coordinate complex escalations.</li>
<li>Own service performance metrics for the EU region and drive continuous improvement plans.</li>
<li>Contribute to the development of commercial aftermarket offerings (e.g. extended warranties, service plans, diagnostics).</li>
<li>Support the regional Commercial Manager with reporting and operational readiness for key customers.</li>
</ul>
<h3><strong>Qualifications & experience</strong></h3>
<ul role="list">
<li><em>Proven </em>experience managing aftermarket or technical service operations across multiple European markets.</li>
<li>Experience leading or collaborating with cross-functional technical teams, including engineers and service partners.</li>
<li>Strong knowledge of service quality management, troubleshooting, and technical escalation processes.</li>
<li>Commercial awareness of aftermarket revenue streams and service models.</li>
<li>Previous hands-on experience with refrigeration systems, HVAC, or similar is advantageous.</li>
<li>Fluent in English; other European languages are a bonus.</li>
<li>Willingness to travel across Europe frequently.</li>
<li>Qualification in Engineering, Technical Management, or equivalent technical field.</li>
</ul>

EU Aftermarket Manager

Sunswap Ltd

Company Overview

Job Overview

Accountabilities/Responsibilities

Sales and Marketing

10%

Delivery and Operations

5%

30%

10%

20%

Governance, Risk, and Performance Excellence

5%

10%

Innovation and Development

5%

5%

Sales and Marketing

Customer Management

Delivery and Operations

1st Line Customer Support

Field Service/IT Support Management

Project Management

Technical and Engineering Support

Governance, Risk, and Performance Excellence

Performance Excellence

Motivational Factors

Hiring Profile

Job Description

Responsibilities:

Key Skils:

Education : Bachelor's Degree

Employment Type : Full Time Permanent

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