Technical Support Team Supervisor

3 weeks ago

Edinburgh, Edinburgh, United Kingdom Motorola Solutions Full time

Job Overview

In the role of Customer Support Technical Lead at Motorola Solutions, you will play a pivotal role in a dynamic managed service environment, where your technical expertise and client relationship management skills will be essential in delivering and maintaining our diverse product offerings.

This position involves direct interaction with clients, necessitating a proven ability to thrive in various high-pressure situations. The role may require participating in a comprehensive on-call support rotation and could involve travel to different client locations. A valid UK driving license is essential, and you must be eligible to obtain specific Security Clearances.

Key Responsibilities:

  • Lead, support, and mentor the Customer Support Team.
  • Set goals and provide guidance to team members to enhance their skills.
  • Serve as the primary contact for clients regarding inquiries, complaints, and issues.
  • Act as an escalation point for complex issues.
  • Deliver remote troubleshooting support and manage ticket updates in accordance with Service Level Agreements.
  • Travel to client sites to offer user assistance as needed.
  • Provide technical escalation and incident reporting.
  • Monitor the status and duration of issue resolutions, advocating for the client.
  • Conduct training sessions for clients on product operation and maintenance.
  • Update technical documentation and reference materials with the latest product developments.
  • Continuously enhance your product knowledge.
  • Attend workshops and training sessions to gain the necessary knowledge for field support activities.
  • Participate in industry events and conferences to build professional networks.
  • Assist in achieving operational objectives, demonstrating flexibility across functions as required.
  • Provide Tier 1, 2, and 3 support for our hardware and software solutions, collaborating with the R&D team as necessary.
  • Deliver professional services to clients.
  • Participate in out-of-hours support on a rotational basis.

Basic Qualifications:

Required experience includes:

  • Recent experience in a Team Lead role is essential.
  • Proven track record of driving high standards within a team.
  • Experience managing a technical support team.
  • Ability to communicate objectives and deadlines effectively to team members.
  • Involvement in daily operational activities of the organization.
  • Participation in the execution of divisional and company strategies.
  • Understanding of storage fundamentals, including cloud technologies.
  • Solid knowledge of networking concepts, including switches and firewalls.
  • Exceptional customer service skills.
  • Proficient in PC and hardware troubleshooting.
  • Experience in technical support roles.

Required certifications include:

  • Valid driver’s license.
  • AWS or Google Cloud certification is advantageous.

Security Clearance Requirement:

  • This position necessitates NPPV Level 3 clearance; therefore, candidates must have the right to work in the U.K. and have resided in the U.K. for the past five years.

Ideal candidates will demonstrate:

  • Experience leading teams of up to 10 individuals.
  • Skills in influencing, negotiation, and development.
  • Excellent communication abilities, both written and verbal.
  • Strong interpersonal skills.
  • Capability to communicate and influence senior peers.
  • A customer-centric approach.
  • Good understanding of networking and troubleshooting.
  • Knowledge of cloud technologies, including AWS, Azure, and Google Cloud.
  • Proven ability to implement multi-site systems with networked components.
  • A diligent and motivated attitude, eager to learn and grow in a technical role.
  • A collaborative team player.
  • A record of achieving results.

In return for your expertise, we offer comprehensive support in your new role, including coaching and development opportunities. Additionally, you will benefit from:

  • Competitive salary and bonus structure.
  • Additional holiday pay.
  • Generous holiday entitlement plus bank holidays.
  • Attractive pension scheme.
  • Private health insurance.
  • Employee stock purchase options.
  • Flexible working arrangements.
  • Life insurance coverage.
  • Enhanced parental leave benefits.
  • Support for career development and learning opportunities.
  • Employee health and wellness programs.
  • Initiatives aimed at carbon neutrality.
  • Corporate social responsibility programs, including volunteering opportunities.
  • Discounts from well-known companies.

Motorola Solutions is an equal opportunity employer, committed to fostering an inclusive environment for all employees. We encourage applicants from diverse backgrounds to apply and will provide accommodations for candidates with disabilities throughout the recruitment process.

Travel Requirements:

Minimal travel required (under 10%).

Relocation:

Not applicable.

Position Type:

Experienced professionals.

Referral Payment Plan:

Available.

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