Technical Support Manager

2 weeks ago

Loughborough, United Kingdom Forest Rock Full time

Job Title: Technical Support & Customer Experience ManagerLocation: UK HQ (Loughborough) or hybridReports To: Director – Product SalesJob Type: Full-TimePosition OverviewWe are seeking a dynamic Technical Support & Customer Experience Manager to lead our support and customer success initiatives. This role combines technical expertise with leadership, focusing on delivering exceptional customer experiences, resolving technical issues, and enabling our clients to maximise the value of our IoT solutions. You will oversee a team of support engineers, coordinate cross-functional problem-solving, and ensure our support processes align with customer expectations and business goals.Key Responsibilities: • Lead, mentor and manage the technical support, training and customer experience team, fostering a high-performance, customer-centric culture. • Act as the primary escalation point for complex technical issues related to our range of IoT products. • Develop, implement, and continuously improve technical support workflows, tools, and knowledge bases. • Partner with sales, product management and engineering teams to address customer feedback and drive product improvements. • Ensure timely and effective resolution of customer inquiries via phone, email and digital support channels. • Track and analyse customer support metrics, generating insights to improve satisfaction and operational efficiency. • Develop training programs and resources to ensure team members are knowledgeable about product features, system integrations and industry best practices. • Champion a proactive approach to customer experience, identifying opportunities to enhance client satisfaction and retention. • Support onboarding of new customers, ensuring smooth integration of customers into training programmes and support structures. • Maintain a deep understanding of industry trends, competitor products, and customer needs to inform strategic decisions.Qualifications • Bachelor’s degree in Engineering, Information Technology or a related field (or equivalent experience). • 5+ years of experience in technical support or customer experience management, preferably in IoT, building management systems, HVAC, or smart building technology. • Strong understanding of IoT devices, networking, cloud platforms and building automation systems. • Excellent leadership, coaching and team development skills. • Demonstrated ability to handle complex technical issues and communicate solutions clearly to both technical and non-technical stakeholders. • Experience with CRM, ticketing systems and customer success platforms. • Exceptional problem-solving, organisational and analytical skills. • Customer-focused mindset with a passion for delivering outstanding experiences.Preferred • Experience in a B2B distribution or reseller environment. • Familiarity with energy management, HVAC protocols (BACnet, Modbus), and smart building standards

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