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Technical Support Manager
2 months ago
Job Title: Technical Support Manager
Job Type: Permanent Full time
Location: East Sussex
About the Role:
The Technical Support Manager will play a key role in the Development department of Terry Parris Associates, a company that values a friendly and open environment. As a talented professional, you will be part of an exciting time of growth and technological & organisational change.
Responsibilities:
- Team Management: Manage a team of 10 technical support staff, providing guidance and support to ensure they are performing effectively and efficiently.
- Customer Support: Work closely with the team to respond to customer technical questions, manage installations & retrofits, and issues via telephone and/or email, with customer site visits also required.
- Process Improvement: Analyze the company's support requirements and recommend changes/upgrades as necessary, reviewing existing department processes for efficiency improvements.
- Warranty and Repairs: Review warranty and repairs processes, as well as call out, installation and servicing practices and charges, making recommendations for improvements.
- Training and Development: Ensure all technical support staff are provided with adequate training to perform their daily tasks, overseeing the recruitment of new technical support staff members.
- Customer Feedback: Address customer queries, feedback, and complaints, ensuring a safe and secure working environment for all technical support staff.
- Financial Oversight: Experience of departmental budget control and financial oversight, with previous experience with maintenance and support.
- Technical Knowledge: Good technical knowledge, educated to degree level or equivalent in electronics, mechanical or related discipline, with high level of familiarity with Windows and Microsoft Office Suite.
- Teamwork: Team player with a pro–active and flexible approach to problem solving, self–disciplined with good planning and organisational skills.
- Travel: Willing to travel globally as required.
What We Offer:
A competitive salary package, including a contributory pension scheme, private medical insurance, and a minimum of 23 days holiday per annum, with the opportunity to increase to a maximum of 28 days per annum.
Requirements:
- Education: Degree level or equivalent in electronics, mechanical or related discipline.
- Experience: Previous experience with maintenance and support, team management, and customer support.
- Skills: Good technical knowledge, high level of familiarity with Windows and Microsoft Office Suite, team player with a pro–active and flexible approach to problem solving.
How to Apply:
Please submit your application, including your CV and a cover letter, to Terry Parris Associates.
