Our client, a revolutionary UK leading supplier of cutting-edge equipment, are currently looking to hire a Technical Support Team Manager to join their Customer Support function. This is a permanent role and is located in Ashbourne, Derbyshire.
* This is a business to business support function dealing with customers who have purchased equipment, it is not a IT/Tech support related function.
Technical Support Team Manager key job details:
The ideal candidate will have a passion for customer service, a strong technical background, and exceptional leadership skills. As the Technical Support Team Manager, you will play a pivotal role in ensuring that customers receive timely and effective technical assistance, fostering strong relationships and driving customer satisfaction.
Technical Support Team Manager key responsibilities:
* Lead and manage the technical support team, providing guidance, support, and mentorship to team members.
* Oversee the day-to-day operations of the technical support department, ensuring efficient handling of customer enquiries and technical issues.
* Develop and implement strategies to optimise the technical support process, including knowledge bases and escalation procedures.
* Collaborate closely with other departments, including sales, engineering, and product development, to resolve customer issues and improve product functionality.
* Monitor key performance metrics, such as response times, resolution rates, and customer satisfaction scores, and take proactive measures to continuously improve performance.
* Provide regular reports and updates to senior management on technical support operations and customer feedback.
Technical Support Team Manager person specification:
* Bachelor's degree in engineering, computer science, or a related field.
* Strong technical support background, with experience in electromechanical or mechanical systems preferred.
* Excellent communication and interpersonal skills, with the ability to effectively interact with customers and team members at all levels.
* Demonstrated leadership abilities, including the ability to motivate and inspire team members to achieve goals and deliver exceptional service.
* Strong problem-solving skills and the ability to think creatively to resolve complex technical issues.
Benefits include:
Benefits include:
* Pension scheme (the company contribute 6%)
* Life assurance
* Employee assistance programme
* Counselling support
* Retail and gym discounts
* Cycle to work scheme
If you're interested in this Technical Support Team Manager vacancy, please apply by clicking the 'apply now' button, or by contacting IAP Recruitment