Customer Services Director AMEC

Job title – Customer Services Director AMEC Location – AMEC – Home working Role benefits – Competitive Salary + Bonus + Benefits + holiday (plus public holidays) + Pension Scheme, and more!  

Partners in Discovery. Together, we achieve more.

About the role

As our Regional Customer Success Director, you’ll be at the forefront of shaping exceptional customer experiences across your region. Leading a dynamic, geographically diverse team of Customer Service professionals, you’ll drive performance, innovation, and collaboration to deliver world-class support to our customers.

In this pivotal role, you’ll champion customer satisfaction and loyalty,  turning insights into action to continuously elevate our Net Promoter Score (NPS) and service excellence. You’ll inspire your teams to deliver value through every interaction, while optimizing operations to achieve outstanding results in the most effective and sustainable way.

You’ll also work hand-in-hand with our Export (Sales) teams, distributors, and agents to ensure seamless technical support and a consistent Malvern Panalytical experience across every touchpoint.

Your ultimate mission: to build and nurture a high-performing, customer-focused organization that not only delights our customers but also drives growth and profitability across the region.

What youll be doing:

• Lead and empower regional Customer Success teams to deliver world-class service performance, driving KPI achievement, operational excellence, and continuous improvement through effective use of tools such as Salesforce and SAP

• Collaborate closely with Sales Directors to align installations, service delivery, and customer engagement strategies that support revenue growth and timely order intake

• Champion customer satisfaction and escalation management, ensuring swift resolution of issues and proactive communication to maintain high NPS and customer loyalty

• Act as the regional hub of communication, providing a single point of contact between Sales, Finance, Senior Management, and local service teams to align strategy, share insights, and drive innovation across regions

• Ensure compliance and standardization of all Customer Success operations, processes, and Health & Safety initiatives, maintaining high standards across all service activities

• Monitor and manage financial performance, including revenue realization, productivity, utilization, and installation timelines, to ensure operational efficiency and profitability

• Foster a high-performing, engaged, and skilled workforce, supporting local managers with development plans, performance reviews, and cross-training to build a resilient and motivated Customer Success organization

• Drive strategic alignment and best practice sharing across regions, contributing to global Customer Success strategies, reporting progress, and identifying opportunities for growth, efficiency, and continuous improvement

About you:

• 5–10 years’ leadership experience in Customer Service or Customer Success, managing multi-country operations and large, high-performing teams

• Proven track record of driving customer satisfaction and NPS improvement, with a customer-first mindset and strong change management skills.

• Lean/Six Sigma expertise, applying continuous improvement principles to enhance efficiency and service quality.

• Strong commercial acumen, with solid understanding of budgets, pricing, margins, and after-sales business performance.

• Exceptional communicator and influencer, skilled at motivating teams, managing stakeholders, and implementing strategic initiatives.

• Technically adept and globally flexible, with experience using Salesforce or ServiceMax and the ability to travel as required.

Why you should join us:

• Be a part of an ambitious, fast-growing, international company with a friendly and inclusive culture

• Drive growth within a leading global organisation whose purpose is to work with our customers, to make the world a better place 

• Be a key member of our team in our amazing offices with Hybrid/remote options  

• Volunteering days and much more

About us - Malvern Panalytical, Micromeritics and SciAps.  Together we are a powerful and highly complementary combination of market leading technologies. 

We are the toolmakers for the world's most innovative companies, academic institutions, and government laboratories. We are their partners in discovery.

Malvern Panalytical instruments analyze the chemical, physical and structural nature of materials, from proteins to polymers and semiconductors to minerals. Our leading technologies measure particle size, shape, concentration and zeta potential, biomolecular interactions and stability, elemental concentrations and crystallographic structure.

Micromeritics manufactures systems for the characterization of particles, powders, and porous materials for a wide- range of end markets including catalysts, chemicals, building materials, clean-tech and battery.  Our leading technologies measure surface area, porosity, density, adsorption and particle activity.

SciAps specializes in portable X-ray fluorescence (XRF), laser-based (LIBS) and near-infrared (NIR) analyzers to measure any element in any environment. SciAps is the Center of Excellence for our handheld instruments. We have a global footprint with R&D and manufacturing sites in North America, Europe, and Asia.

We are more than 2,500 employees in a customer-focused organization with sales and service offices in 20 countries, all committed to delivering expert and responsive customer support.

We are part of Spectris. Spectris combines precision with purpose, delivering progress for a more sustainable world. Precision is at the heart of what we do – our leading, high-tech instruments and software equip our customers to solve some of their greatest challenges to make the world cleaner, healthier and more productive.

Malvern Panalytical, Micromeritics & SciAps Your Partners in Discovery

Malvern Panalytical, Micromeritics and SciAps, part of the Spectris Group, are committed to a diverse and inclusive culture where everyone can thrive and achieve a fulfilling career. Changing the world isn’t something you can do on your own, or with a single way of thinking; it takes a wide collection of experiences, stories, knowledge, and expertise. We encourage applications from underrepresented individuals and people with diverse backgrounds. Although we always select the most qualified applicant for each role and make all decisions without regard to race, sex, age, or any other protected class, we are an inclusive, equal opportunity organization that prizes diversity. Your unique perspective is important to us.