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Technical Support Team Manager
4 months ago
Our client, a revolutionary UK leading supplier of cutting-edge equipment, are currently looking to hire a Technical Support Team Manager to join their Customer Support function. This is a permanent role and is located in Ashbourne, Derbyshire. * This is a business to business support function dealing with customers who have purchased equipment, it is not a IT/Tech support related function. Technical Support Team Manager key job details: The ideal candidate will have a passion for customer service, a strong technical background, and exceptional leadership skills. As the Technical Support Team Manager, you will play a pivotal role in ensuring that customers receive timely and effective technical assistance, fostering strong relationships and driving customer satisfaction. Technical Support Team Manager key responsibilities:
- Lead and manage the technical support team, providing guidance, support, and mentorship to team members.
- Oversee the day-to-day operations of the technical support department, ensuring efficient handling of customer enquiries and technical issues.
- Develop and implement strategies to optimise the technical support process, including knowledge bases and escalation procedures.
- Collaborate closely with other departments, including sales, engineering, and product development, to resolve customer issues and improve product functionality.
- Monitor key performance metrics, such as response times, resolution rates, and customer satisfaction scores, and take proactive measures to continuously improve performance.
- Provide regular reports and updates to senior management on technical support operations and customer feedback.
- Bachelor's degree in engineering, computer science, or a related field.
- Strong technical support background, with experience in electromechanical or mechanical systems preferred.
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers and team members at all levels.
- Demonstrated leadership abilities, including the ability to motivate and inspire team members to achieve goals and deliver exceptional service.
- Strong problem-solving skills and the ability to think creatively to resolve complex technical issues.
- Pension scheme (the company contribute 6%)
- Life assurance
- Employee assistance programme
- Counselling support
- Retail and gym discounts
- Cycle to work scheme
