Technical Support & Service Manager

Location: Lewes

Job Title:

Technical Support & Service Manager

Location:

Lewes, East Sussex
Salary: £40 - £50k plus discretionary company performance bonus
Working pattern:
Full-time, office-based, five days per week; UK site visits and occasional international travel
Our Client is a worldwide, leading manufacturer of passenger information systems for the public transport industry. All design and development, and the majority of production, is carried out at our head office in East Sussex.
With a great friendly open environment in our Technical Support department and are looking for talented professionals to join us at an exciting time of growth and technological and organisational change.
Brief Summary
Our client have experienced significant growth over the past three years, increasing both the size of our customer base and the range and complexity of the products and services we support. As our hardware, software and connected systems continue to evolve, we are looking for a talented Technical Support & Service Manager to lead our UK Technical Support team during an exciting period of growth, technological change and continuous improvement.
The successful candidate will lead a team of lead a team of Support Engineers supporting both hardware and software across our UK customer base, while also providing technical escalation support for international customers when required.
We are looking for someone with strong technical aptitude and the motivation to develop an in-depth understanding of our products, software, systems and processes. The successful candidate will provide credible, hands-on technical leadership, support the investigation of complex and recurring issues, and ensure the team delivers a consistent, responsive and customer-focused service.
Reporting to the Head of Account Management, this is a full-time, office-based role at our Lewes head office, five days per week. The successful candidate will work closely with the newly established Account Management team and other departments to improve coordination, customer satisfaction and the overall customer experience. UK customer site visits and occasional international travel will also be required
Requirements
- Manage the UK Technical Support Engineers, including planning workload and priorities.
- Build a strong working knowledge of our hardware, software, connected systems and support processes.
- Provide hands-on technical guidance and take ownership of complex or recurring customer issues.
- Oversee the diagnosis of hardware, software, configuration, installation and networking faults.
- Analyse the company’s UK support requirements, both short and long term, and recommend changes or improvements where necessary.
- Review existing department processes for customer response and servicing, identifying opportunities to improve efficiency and service quality.
- Review warranty and repair processes, alongside call-out, installation and servicing practices and charges.
- Ensure customer queries, feedback and complaints are addressed effectively and progressed through the ticketing system.
- Manage installation and retrofit projects, including site visits, on-bus installation work, commissioning and customer training.
- Identify recurring issues and ensure appropriate root-cause analysis and corrective action are coordinated with the relevant departments.
- Monitor team performance, ticket progress, recurring faults and customer risks, taking action where required.
- Ensure Support team members receive appropriate technical training, and oversee recruitment and development within the department.
- Work closely with Technical, Software, Engineering, Production, Repairs, Sales, Finance and Account Management to resolve issues and achieve company objectives.
- Work…