Technical Helpdesk Lead

3 months ago

Farnborough, United Kingdom ITW Construction Products (UKNordics) Full time

Company Description

ITW Construction Products UK/Nordics is a division of ITW, innovating, designing and manufacturing advanced industrial technology. We are industry influencers and market leaders in our fields with five high quality brands at the front of technology and enterprise. At all levels in our organisation, we are encouraged to embrace our inner entrepreneur to drive actions, focus on what matters and share ideas so that every individual can have an impact on the business. In return we are rewarded, supported in our development and given the opportunities to grow within a large multinational organisation.

**Job Description**:
**Position Summary**

**Responsibilities**
- Ownership and responsibility of ensuring timely and satisfactory delivery of technical support from yourself and your team to our customer base across all Offsite brands.
- Ability to understand and implement customer priority levels (80 and 20 customer trade-offs).
- Monitor and respond to customer feedback on service levels to ensure that we are exceeding customer requirements and expectations across both brands.
- Collaborate with relevant departments to ensure that both the Technical and other customer-facing departments are aware of technical changes to our products and appropriate alternative solutions.
- Regularly review and challenge our technical support offering against our customers’ expectations and our competitors to identify areas that can be simplified or improved.
- Identify inefficiencies within our internal processes and procedures and refine them using the ITW toolbox where necessary.
- Identify areas of development in the Technical Team’s knowledge of Offsite brands and tailor training to address these areas, working with other departments and key stakeholders as necessary.
- Work on improving knowledge transfer within the team to aid new/existing team members and reduce internal escalations.
- Identify 80 customer query trends within our technical helpdesk and collaborate with the wider Technical Services Team to drive changes that minimise inbound queries and maximise user experience.
- Work with customers and key stakeholders within the business to help guide the future roadmap of Engineer Design Software and our holistic brand offer.
- Provide other technical support to the Offsite Business Unit as required on an ad hoc basis through other projects.

**Qualifications**:

- Experience in trussed rafter/joist design (essential).
- Experience leading a team (preferred but not essential).
- Forward thinker with a drive to improve/simplify processes in line with customer/business needs.
- Strong analytic/problem-solving skills.
- Strong communication skills.
- Ambitious with an aptitude for learning.
- Positive approach to adverse situations.
- Customer-centric, whilst maintaining an 80/20 focus.
- Confident in engaging and collaborating with key stakeholders.
- Able to manage/balance priorities and time.
- Understanding of basic building concepts and an ability to read and understand architectural/engineering drawings and specifications.
- Proficient in using AutoCAD software.
- Proficient Microsoft Office Suite packages.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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