Technical Support Manager / Customer Service Manager
Description
Job Title: Technical Support Manager
Location: St Ives, Cambridgeshire
Salary: £40,000 - £45,000 per annum
Position: Permanent, Full Time
Our client is looking to strengthen their management team and recruit a high calibre Technical Support Manager, to lead a team of 12 highly skilled Technical specialists.
The Technical Support Manager will lead the team to deliver 'world class' technical support to their customers and channel partners. The role will drive a team strategy that focuses on the improvement of relevant processes, building collaborative relationships across the business and supporting and enhancing the development of the team. Interfacing with multiple parts of the broader organisation, this is a great opportunity for an individual to help improve product quality, support their customers and help grow the business.
Your main responsibilities will be;
* Ensure resources are in place to provide support coverage for 12 hours each week day and during bank holidays (via email, phone and webchat).
* Identify skills and knowledge gaps in the team and establish training plans to close these.
* Be the main point of escalation to resolve customer or distributor queries and complaints across a global network
* Monitor trends to identify training needs for their channel partners and establish visit priorities based on technical and commercial needs.
* Conduct Voice of the Customer (VOC) with both direct customers and distributors to understand their support needs and change processes to meet changing requirements.
* Co-ordinate the cross functional response to major field issues.
* Lead regular technical conference calls with key channel partners.
* Manage the technical on-boarding process for new distributors.
* Support NPD projects at the company - offering the 'voice of the field engineer' to deliver products that meet the needs of their service organisation
* Ensure department KPIs and objectives are met in regards to case close-out (response time) and quality of answer (first time fix).
Candidate Profile:
* Strong experience of Team management and development including PDR reviews, development planning, compliance
* Demonstrable experience of technical or customer support within a fast moving, direct or distributor based business.
* A background in engineering and an understanding of engineering principles (electrical and/or mechanical); this could have been gathered through education or work experience
* Excellent communication and interpersonal skills
* The ability to work under pressure whilst managing multiple activities simultaneously
* Able to prioritise when faced with conflicting demands with the confidence to make decisions that ensure the best for internal and external customers.
* Experience of working within a process driven manufacturing environment that supplies technical products, solutions or services through a global distributor network
The Company
Our client is a global leader in the provision of coding and marking solutions for date and batch coding of products and packaging across a wide range of manufacturing industries. They designs, manufactures and markets industrial coding and marking solutions covering all major technologies, including continuous and thermal ink jet, laser, and thermal transfer overprinting. Their products are designed to deliver maximum production uptime and low cost of ownership over their lifetime, and are sold through a network of specialist distributors in over 100 countries. Building on the foundation of strong core values, their associates pursue a focused strategy aimed at maintaining its position as a premier global enterprise.
They form part of the Product Identification platform of Danaher Corporation, a global science and technology innovator committed to helping its customers solve complex challenges and improving quality of life around the world. Its family of world class brands have unparalleled leadership positions in some of the most demanding and attractive industries, including health care, environmental and industrial. Danaher's globally diverse team of 81,000 associates is united by a common culture and operating system, the Danaher Business System (DBS). In 2015, Danaher generated $20.6 billion in revenue and its market capitalization exceeded $60 billion.
Please be aware that to be considered for this role; candidates must be eligible to both live and work in the UK.
Please click the APPLY button to send your CV and Cover Letter for this role.
Candidates with previous experience and job titles of; Technical Support Manager, Lead Field Engineer, Customer Service Manager, Field Service Manager, Client Support Manager, Head of Customer Services, Engineering Manager, Client Relations Manager, Technical Service Manager, Engineering Manager, Lead Engineering Technician, Service Manager, Maintenance Manager, Engineer, Engineering Service Manager, Field Maintenance Manager may also be considered for this role.