Technical Support Services Manager

The Opportunity:

Technical Support Services Manager

Contract:

Permanent Salary:
Dependant on experience, company car and 20% bonus

Location:

Cannock

The Briggs Equipment Group is a leading provider of asset management and maintenance solutions across the UK and Ireland. If you don’t feel like you meet all of the role criteria outlined below please don’t let that discourage you from applying.

The Technical Support Services Manager will promote a safe working culture, drive team effectiveness to deliver timely technical resolutions with full root cause analysis, communicate clearly with stakeholders, customers, suppliers and industry specialists to provide recommendations that improve efficiency and engineer development, manage departmental performance in line with agreed KPIs and budget, and be primarily based in Cannock with business travel as required.

• Comply with all company SHEQ (Safety, Health, Environment and Quality) policies.
• Support SHEQ, Briggs Equipment and Briggs Group Business Units through formal technical investigations.
• Provide an effective technical support function for all engineering resources across Briggs Equipment and Briggs Group Business Units.
• Coordinate Field Technical Support Engineers to ensure timely issue resolution, making effective use of relevant technology.
• Manage the Technical Ticket Portal, delivering monthly findings with recommendations for improvement.
• Analyse data to identify skill gaps and development opportunities within the field, implementing corrective actions where required.
• Monitor fleet performance continuously and make recommendations to reduce downtime.
• Provide feedback on technical issues to Regional Engineering Business Managers.
• Ensure all recommendations, closing reports and technical issues are formally logged, with comprehensive reports created, stored and actioned.
• Engage with internal and external customers, as well as manufacturers, to resolve technical issues promptly.
• Hold regular technical meetings with HYG and communicate findings back to the business.
• Ensure all service bulletins are distributed to the appropriate people through the team.
• Demonstrate effective leadership of the Technical Support Services Team, ensuring strong communication through comm cells, one-to-ones and toolbox talks, identifying training needs and maintaining performance standards.
• Deliver a strategic succession plan for the Technical Support Services Team, ensuring continuous professional development and building resilience within the function.

• Liaise with the AMS team and plan audit activity for EA engineers.
• Liaise with Qualitas to schedule engineer audits.
• Follow up on repeat A-defect identifications and plan appropriate follow-up audits for the relevant engineers.

• Accredited mechanical /electrical trade technical apprentice or equivalent
• Cert Ed or equivalent
• Valid driving Licence
• Extensive Product Knowledge
• Experience of oral and written communication
• Substantial PC Skills (PowerPoint, word, excel, email & internet)
• Significant knowledge of H&S, Environmental and Quality policy awareness & commitment

• Future development and career opportunities
• Company Car
• 20% bonus
• Contributory pension scheme with employer contributions up to 6%
• Profit share bonus based on business performance
• Paycare and eyecare health scheme
• High street discounts

If you require any reasonable adjustments to assist you in the interview process, please contact a member of the Recruitment team and inform them prior to attending so we can ensure these are met.