Service and Technical Support Manager

Service and Technical Support Manager

My clients organisation is small but dynamic, known for its strong reputation for quality workmanship and technical expertise. They are specialist providers in their field of installation, servicing, and maintenance.

Location:

Bookham, Surrey (Office based)

Hours:

8:00am - 5:00pm, Monday to Friday
Salary: £35,000 - £45,000 (DOE)
Benefits:

Commission on B2B sales and new contracts
Mobile phone, laptop provided
Company vehicle for site visits (TBC)
Secure on-site parking

Role Purpose

To lead and develop the company's Service and Maintenance division, ensuring excellent client service, effective contract management, and the growth of maintenance-based revenue streams. This is an office-based role responsible for customer support, technical documentation, service planning, and supporting the launch of new products.

Key Responsibilities:

Client & B2B Relationship Management

Act as the primary point of contact for all service, maintenance, and technical support enquiries.
Build and strengthen relationships with existing clients to enhance customer satisfaction and generate new sales opportunities.
Carry out customer site visits and surveys for new or renewal maintenance contracts.
Produce and issue maintenance proposals, renewal documents, and technical quotations.

Technical & Operational Support

Provide office-based technical support for all product lines.
Assist with warehouse setup, product configuration, and testing prior to installation.
Support customer demonstrations and product presentations at trade shows.
Interpret and work from technical drawings, diagrams, and installation manuals.

Service Coordination

Collaborate with supervisors and project managers to manage the service planner effectively.
Process repair quotations, customer requests, and service documentation using Opera 3 (CRM).
Produce required internal and external documentation, ensuring accuracy and compliance.

Sales & Business Development

Identify and contact prospective clients to promote maintenance contracts and additional services.
Contribute to expanding the company's position within the access and security control industry.

Requirements:

Essential

Previous experience in an office-based environment with strong customer service skills.
Comfortable using PCs and general IT systems, with the ability to learn company software (Opera 3 training provided).
Ability to understand and interpret technical documentation such as drawings and manuals.
Strong written and verbal communication skills (email, telephone, and digital communication).
Technically minded individual with an understanding of the access and security control sector.

Personal Attributes

Enthusiastic, confident, and energetic approach to work.
Ambitious and proactive, willing to take responsibility and embrace new challenges.
Organised, capable, and able to work independently as well as within a small team.

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