UK Customer Service and Support Team Leader

  • Ensure that all up to date relevant legislation is compiled and that a current body of knowledge for best practice is maintained and applied as appropriate.
  • Work closely with the regional service and sales teams to ensure seamless customer satisfaction and help in the promotion of growth opportunities via the implementation of a unified after sales and service strategy.
  • Work closely with production, engineering and R&D to ensure known service issues feedback effectively.
  • Monitor and review UK service support performance via the establishment of suitable KPI's and take remedial action as required.
  • Understanding of parts returns process and spares inventory controls.
  • Support "Technical Centre of Excellence" for Dage products.
  • Ensure that adequate business tools are utilized to maximize and optimize resource usage.
  • Experience of EFAC and or Salesforce is an advantage.
  • Ensure that all staff are adequately trained to meet the required business objectives, with regular reviews of training and development needs, together with the evaluation of training delivered for effectiveness.
  • Ensure objectives and goals are clearly understood and effectively communicated.
  • Control of personnel issues for responsible staff,
  • Ensure regular liaison and co-working with interfacing departments to resolve any issues that may affect the performance of the Nordson Dage operations.
  • Generation of summary reports as detailed by the senior management.
  • Ensure compliance with the company Health and Safety Policy.
  • Provide out of hours support via the telephone in accordance with the on call rota.

Education and Experience:


  • HNC/HND or equivalent in Mechanical/Electrical Engineering discipline.
  • Good understanding of diagnostic techniques for both electrical, mechanical and software disciplines.
  • Understanding of the management processes required for the practical application of a robust, cost effective and timely service and support provision.
  • Experience as an engineer within a customer service role, ideally at a senior level within a capital equipment environment and experience of supporting a predominantly overseas install base.
  • Customer focused, technical orientated engineer with experience of working within a fast moving technical service environment.


  • Degree qualified of equivalent in a Mechanical/Electrical Engineering discipline.
  • Experience of force measurement technologies.
  • Experience of managing/supporting a customer service function with a large overseas install base – particularly SE Asia, Japan and USA.
  • Proven success in a similar role

Preferred Skills and Abilities:


  • Highly motivated individual that can lead by example as well as being a key member of the team.
  • Can do attitude, with customer focus as their primary objective.
  • Operational Analysis – metric based performance improvement experience.
  • Ability to organise and prioritise workloads.
  • Excellent communicator with the ability to communicate at all levels and between departments, including worldwide distributors.
  • Good interpersonal skills.
  • Proactive and the ability to make decisions and find solutions.
  • Team builder and team player.
  • Commitment.
  • Good financial understanding.
  • Ability to work under pressure and to tight deadlines.


:Lean experience.

  • Additional language.

Meet Some of Nordson's Employees

David Z.

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David grows Nordson’s business and manages customer demands. By maintaining organization and coordinating efficient internal teams, Nordson reduces costs and elevates the production activity.

Barrington R.

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By assessing and monitoring what works best, Barry defines and achieves the right quality, requirements, and results that live up to Nordson's top-quality standards.

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