Technical Support & Service Manager

Location: Lewes

Job Title:

Technical Support & Service Manager

Location:

Lewes, East Sussex
Salary: £50,000 plus discretionary company performance bonus
Working pattern:
Full-time, office-based, five days per week; UK site visits and occasional international travel

TPA Recruit is supporting an established global technology manufacturer in the search for a Technical Support & Service Manager to lead its UK Technical Support function.

This is a hands-on leadership role managing a team of approximately eight Support Engineers across hardware, software and connected systems. The successful candidate will combine strong technical aptitude with customer-facing management experience, taking ownership of escalated issues while improving service quality, team performance and support processes.

Key Responsibilities
 
Lead the UK Technical Support team, planning workload, priorities, performance and technical development.
Provide hands-on technical leadership for complex hardware, software, installation, configuration, networking and connectivity issues.
Improve support, warranty, repair, servicing and escalation processes using ticket, performance and customer data.
Manage installation and retrofit activity, coordinate root-cause investigations and work across Engineering, Software, Production, Repairs, Sales, Finance and Account Management.  Experience Required
 
Previous experience managing a team in a customer-facing technical support, engineering, field service or systems-support environment.
Strong technical aptitude with practical knowledge of networking and connected systems, including IP addressing, Ethernet, routers, mobile communications and remote connectivity.
Proven experience investigating complex or recurring technical issues while managing customer escalations and communicating confidently with stakeholders at all levels.
Relevant engineering, electronics or technical qualification, or equivalent practical experience; a full UK driving licence and willingness to travel are required.  Why Join This Business?
 
£50,000 salary plus a discretionary company performance bonus.
25 days annual leave, increasing with service up to 30 days, plus bank holidays.
Private medical insurance, 6% employer pension contribution and Employee Assistance Programme.
Lead and develop an established technical support team during a period of growth, technological change and service improvement.
Work across hardware, software and connected products with genuine scope to improve processes, customer experience and technical capability.  
TPA Recruit is a specialist recruitment agency acting on behalf of our client to source and assess suitable candidates for this position. All applications will be reviewed and processed by our team, who will liaise directly with shortlisted individuals throughout the hiring process