CS Incident Manager

  • Full Time - Permanent
  • Towcester/Remote
  • 50000 USD / Year
  • Salary: $50000
  • LOCATION: Towcester, Remote
  • TYPE: Full-Time, Permanent
  • SALARY: £50,000 (inc. on call)
  • Reference No: 1753


About the Role: Wills Consultants are seeking a CS Incident Manager join a world-leading materials automation provider. As a CS Incident Manager, your primary responsibility is to ensure an enhanced customer experience by effectively managing and coordinating significant events at customer sites. You will take ownership of customer priority incidents, overseeing them through resolution while keeping customers informed every step of the way. Additionally, you will play a pivotal role in coordinating the implementation of fixes and process improvements to prevent future incidents.

In this role, you will be responsible for:

  • Managing incidents
  • Post-incident reviews
  • Problem management
  • Risk assessment
  • Incident call management
  • Meeting management
  • Ticket processing
  • Financial services provision

Your tasks will include serving as the primary point of contact for customer incidents, coordinating relevant parties for resolution, and ensuring adherence to incident management protocols. Additionally, you will conduct thorough post-incident evaluations, implement problem management techniques, and collaborate with cross-functional teams to institute long-term solutions. You will also execute risk assessments for customers, develop strategies for risk mitigation, and chair incident calls to facilitate resolution. Managing meetings, tracking ticket processing, and overseeing financial services provision will also be part of your role. Overall, your contribution will be instrumental in enhancing customer satisfaction and ensuring efficient incident resolution processes.


Our client offers an array of benefits to include:

  • Competitive salary
  • Additional holiday pay
  • Increased company pension
  • Private medical cover



Requirements: The CS Incident Manager will have:


  • Vocational and industrial experience
  • ITIL
  • Advanced knowledge of SQL, PowerBI, Salesforce
  • Advanced understanding of maintenance and technology
  • Advanced experience of report creation and development
  • Knowledge of IT, mechanical and logistics incident management framework would be beneficial
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