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Technical Support Team Supervisor

3 months ago

Edinburgh, Edinburgh, United Kingdom Motorola Solutions Full time

Job Overview

In the role of a Customer Technical Support Team Lead at Motorola Solutions, you will play a pivotal role in a dynamic managed service environment, where your technical acumen 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 demonstrated capacity to perform effectively 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 facilitate skill enhancement.
  • Serve as the primary contact for clients regarding complaints, inquiries, and issues.
  • Act as an escalation point for complex issues.
  • Deliver remote troubleshooting support and manage ticket updates in accordance with the customer Service Level Agreement.
  • Travel to client sites as necessary to provide user assistance.
  • Offer technical escalation and incident reporting.
  • Monitor the status and duration of issue resolution, taking ownership of client concerns.
  • Provide training and guidance to clients on product operation and maintenance.
  • Update technical documentation and reference materials with the latest product information.
  • Continuously enhance product knowledge.
  • Attend training sessions and workshops to build expertise for field support tasks.
  • Engage in industry events and networking opportunities.
  • Contribute to achieving operational objectives by being adaptable to cross-functional tasks.
  • Provide Tier 1, 2, and 3 support for hardware and software products, collaborating with the R&D team as needed.
  • 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 capacity is essential.
  • Proven track record of maintaining high team performance standards.
  • Experience managing a technical support team.
  • Ability to communicate objectives and deadlines effectively to team members.
  • Involvement in daily operational activities.
  • Participation in implementing company-wide initiatives and strategies.
  • Understanding of storage fundamentals, including cloud technologies.
  • Familiarity with 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, requiring residency 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.
  • Strong communication abilities, both written and verbal.
  • Excellent interpersonal skills.
  • Capability to communicate and influence senior peers.
  • A strong focus on customer and client satisfaction.
  • Proficiency in PC and hardware troubleshooting.
  • Understanding of networking, including switches and firewalls.
  • Knowledge of storage fundamentals and cloud technologies.
  • Proven ability to implement multi-site systems with networked components.
  • A diligent and motivated approach, with a willingness to learn and grow within the role.
  • A collaborative team player.
  • A record of achievement in previous roles.

In return for your expertise, we offer:

  • Competitive salary and bonus structures.
  • 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.
  • Opportunities for career development and learning.
  • Health and wellbeing support.
  • Initiatives for carbon neutrality.
  • Corporate social responsibility programs.
  • Discounts through well-known companies.

Motorola Solutions is committed to fostering an inclusive environment and encourages all individuals to apply, regardless of background. We celebrate diversity and strive to create a workplace where everyone can thrive.

Travel Requirements:

Minimal travel expected.

Relocation:

Not applicable.

Position Type:

Experienced role.

Referral Payment Plan:

Available.

Company:

Motorola Solutions UK Limited.

EEO Statement:

Motorola Solutions is an Equal Opportunity Employer, committed to providing fair consideration for all qualified applicants.