Technical Support Manager

5 days ago

Leicester, United Kingdom Forest Rock Full time

Job Title: Technical Support & Customer Experience Manager Location: UK HQ (Loughborough) or hybrid Reports To: Director – Product Sales Job Type: Full-Time Position Overview We 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

  • Technical Sales Manager

    3 weeks ago

    Leicester, United Kingdom PWS Technical Services Ltd Full time

    Technical Sales Manager (remote) Role Summary Due to their continued growth strategy, the business has an exciting opportunity for a Technical Sales Manager to assist with their ambitious expansion plans. The primary responsibility is to ensure that our clients products are specified (or chosen) for use in various construction, groundwork, drainage or civil...

  • Technical Sales Manager

    2 weeks ago

    Leicester, United Kingdom PWS Technical Services (UK) Ltd Full time

    Job DescriptionTechnical Sales Manager (remote)Role Summary Due to their continued growth strategy, the business has an exciting opportunity for a Technical Sales Manager to assist with their ambitious expansion plans. The primary responsibility is to ensure that our clients products are specified (or chosen) for use in various construction, groundwork,...

  • Technical Support Manager

    5 days ago

    Leicester, United Kingdom Stellantis Full time

    The purpose of the role is to ensure the satisfactory completion of vehicle repairs arising in the region, including protracted diagnosis, contentious situations, disputes with customers, technical investigations, alternative repairs due to Parts non-availability, assignment of additional support. This role is field based. Main Job Responsibilities: - To...

  • Technical Sales Support Manager

    2 weeks ago

    Leicester, United Kingdom IC Resources Full time

    Technical Manager – Low Power Management (EMEA) UK HQ – Hybrid (2–3 days onsite, Leicestershire) A leading global manufacturer of analog power management semiconductors is seeking a Technical Manager with expertise in low‑power management to join their EMEA headquarters. This is a pivotal role where you’ll combine technical depth with...

  • Technical Sales Support Manager

    5 days ago

    Leicester, United Kingdom IC Resources Full time

    Technical Manager – Low Power Management (EMEA) UK HQ – Hybrid (2–3 days onsite, Leicestershire) If so, a leading global manufacturer of analog power management semiconductors is seeking a Technical Manager with expertise in low‑power management to join their EMEA headquarters. 🔧 Partner with customers, distributors, and the sales team to...

  • Technical Sales Support Manager

    6 days ago

    Leicester, United Kingdom IC Resources Full time

    Technical Manager – Low Power Management (EMEA)UK HQ – Hybrid (2–3 days onsite, Leicestershire)Are you energized by tackling a diverse range of technical challenges across multiple industries and applications? This role offers a dynamic environment where every day brings new opportunities to innovate and solve complex problems. You’ll collaborate...

  • Technical Sales Support Manager

    5 days ago

    Leicester, United Kingdom IC Resources Full time

    Technical Manager – Low Power Management (EMEA)UK HQ – Hybrid (2–3 days onsite, Leicestershire)Are you energized by tackling a diverse range of technical challenges across multiple industries and applications? This role offers a dynamic environment where every day brings new opportunities to innovate and solve complex problems. You’ll collaborate...

  • Technical Sales Support Manager

    5 days ago

    Leicester, United Kingdom IC Resources Full time

    Technical Manager – Low Power Management (EMEA) UK HQ – Hybrid (2–3 days onsite, Leicestershire) Are you energized by tackling a diverse range of technical challenges across multiple industries and applications? This role offers a dynamic environment where every day brings new opportunities to innovate and solve complex problems. You’ll collaborate...

  • Technical Sales Support Manager

    5 days ago

    Leicester, United Kingdom IC Resources Full time

    Technical Manager – Low Power Management (EMEA) UK HQ – Hybrid (2–3 days onsite, Leicestershire) Are you energized by tackling a diverse range of technical challenges across multiple industries and applications? This role offers a dynamic environment where every day brings new opportunities to innovate and solve complex problems. You'll collaborate...

  • Technical Sales Support Manager

    2 days ago

    Leicester, United Kingdom IC Resources Full time

    Job Description Technical Manager – Low Power Management (EMEA) UK HQ – Hybrid (2–3 days onsite, Leicestershire) Are you energized by tackling a diverse range of technical challenges across multiple industries and applications? This role offers a dynamic environment where every day brings new opportunities to innovate and solve complex problems....