Support Engineer Manager

3 weeks ago

Ashford, United Kingdom Butler Harwell Full time

Butler Harwell, headquartered in Ashford, Kent, was founded in 2018 and specialises in the design, installation and ongoing maintenance of high-end smart-home and audio-visual systems. The Company has experienced exponential growth since its incorporation in 2018, now boasting team members across two office locations (Essex and Kent); the Company also benefits from the smart show home it shares in partnership with renowned German housebuilder Huf Haus, at Brooklands in Weybridge, Surrey.


Are you ready to build and lead a world-class support department in the smart home technology sector? Butler Harwell is seeking an experienced Support Engineering Manager to create and manage our customer support operations.


The Role:

As Support Engineering Manager, you'll establish and lead our dedicated support department, serving both our customers and our engineering/commissioning teams. This is a key leadership position with full P&L responsibility and autonomy in department development. 


Key Responsibilities

·       Create and implement support strategies and processes from the ground up

·       Manage departmental calendar and cost centre

·       Drive profitability while maintaining exceptional service levels

·       Oversee technical support delivery across multiple systems and platforms

·       Lead and develop the support team

·       Handle antisocial hours as required

·       Identify and pursue upgrade and new equipment sales opportunities


Technical Expertise Required:

·       Demonstrable working knowledge of:

·       Control4 & Crestron (including Crestron Home)

·       Savant & Lutron

·       Rako Lighting Systems

·       Networking (DrayTek, Cisco)

·       Blustream

·       Sonos Audio Systems

·       Ruckus & Unifi


Requirements:

·       Minimum 5 years' experience at mid to senior level in smart home/AV industry

·       Strong technical troubleshooting abilities

·       Excellence in customer service delivery

·       Commercial acumen and P&L management experience

·       Team leadership and development skills

·       Willing to work with consideration and passion

·       Attention to detail and tidy working essential

·       The ability work well under pressure 

·       Patience and the ability to remain calm in stressful situations 

·       To be flexible and open to change

·       Use of Microsoft Office (Excel/Word/Outlook etc) is beneficial

·       Good communication and time-management skills


Working Hours

Typical working hours are 8am – 5pm, Monday to Friday with 1 hour of statutory breaks. You would also be available to receive emergency client calls during your rest period. Any time from your statutory break period, from cessation of the emergency call to the start of your next shift, shall be returned to you typically in the same working week. We aim to work with you to remain respectful of on-call and rest periods. Due to the nature of works, it is expected you to opt-out of the Working Time directive.


Package

·       Base salary from £42,000 (depending on experience)

·       Inconvenience bonus per call-out eventuality.

·       Use of Company vehicle (small van)

·       Company expense and fuel card

·       Uncapped commission scheme for equipment sales and upgrades

·       Comprehensive benefits package


Butler Harwell believes in investing in its staff and empowering you to forge your future with us. We provide full training and courses to allow you to learn while you work. Our ideal candidate will show an ability to grow with the Company and demonstrate a fundamental understanding of its key aims and objectives.


This is an immediate start, full-time office and field-based role, with an expectation that applicants shall ideally live within the Home Counties (Greater London, Essex, Middlesex, Surrey, Kent and Sussex). 


A vehicle and laptop will be provided along with an expenses card for general day-to-day company use and a fuel card for vehicle expenses. Candidates must have a full UK driving licence.


The role includes 20 days paid holiday plus eight days bank holidays per year. Additionally, any working days between Christmas and New Year will be paid, despite our office being closed during this time.


Please provide a copy of your CV, along with a covering letter detailing why you are interested in this opportunity to:


nick.eve@butlerharwell.com


Successful candidates will be required to provide a reference and must have the legal right to live and work in the UK.


Thank you for your interest - we look forward to hearing from you.


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