Technical Support Manager

Technical Support Manager - Engineering

Basingstoke / hybrid

** Please note - this is an ENGINEERING Support role and not an IT support position **

£58k (neg dep exp) + car / allowance + generous benefits package

Our globally renowned and respected client has been established for more than 60 years and specialise in the design, manufacture and support of bespoke instrumentation and special purpose equipment solutions for supply throughout the world. As a result of continued success and an ongoing programme of strategic growth, they are now seeking to recruit an experienced and proactive Technical Support Manager / Customer Relationship Centre Manager to complement their professional UK Service Team supporting a range of automated laboratory equipment associated with Clinical and Industrial markets across the whole of the UK.

Reporting to the Director of Customer Service, the successful Technical Support Manager candidate will ensure the ongoing development of customer satisfaction, loyalty and retention, providing customers with world class levels of service and contributing to a profitable customer service division as well as the development of sales in conjunction with the sales and marketing teams, all achieved by delivering optimal organisation and efficiency of the Customer Relationship Centre team.

Core responsibilities for this extremely varied and challenging Basingstoke based role will include (but not be limited to):

• The management, motivation and optimisation of the customer service team ensuring the achievement of KPI's in line with the requirements of both internal and external customers.
• The adaptation and development of SOP's within the department to ensure the highest quality of service to customers at all times as well as profitability and efficiency.
• Ensuring that customers contacting the Helpdesk receive relevant and efficient support with the objective of resolving an issue remotely before escalating to requiring an engineer on site, and if this is required, liaising with the service team to assign and dispatch in order or priority.
• Overseeing Quality assurance and the Complaint handling process should any issues arise and in accordance with company guidelines.
• Liasing with the sales and marketing teams regarding potential customer opportunities and potential enhancements, modifications or upgrades that would be beneficial.
• Adopting an ongoing process of Continuous improvement within the division in order to optimise efficiency in all areas of operation.

To be considered for this unique Technical Support Manager opportunity within a genuine market leading blue-chip operation, it is envisaged that the successful candidate will be Degree qualified or above in a relevant engineering, microbiology, biotechnology, molecular biology or immunology environment, or able to demonstrate at least 4 years similar experience gained in leading a Technical or Engineering related Customer Response Helpline.

You will demonstrate exceptional communication, motivational and organisational skills and a proactive approach to leading your team in order to achieve KPI's. whilst being committed to the highest levels of customer service and satisfaction at all times.

Contact the Executive Team at Premier Technical Recruitment on 01827 68400 or email your cv in confidence to [email protected] for further details.