Customer Technical Support Manager

2 weeks ago

Cheltenham, Gloucestershire, United Kingdom Lowe Rental Corporation Full time £40,000 - £80,000 per year
Job Details CHELTENHAM, Gloucestershire UTTOXETER Description

The Company

Lowe Corp Europe, inclusive of Lowe Rental and PKL Group (UK) Ltd, is the world's leading refrigeration, commercial catering equipment and Portable Kitchen supplier to major food exhibitions, sporting events and retailers across the globe; from the Singapore Formula 1 Grand Prix to Glastonbury, we provide high quality rental solutions to help our clients entertain and delight their customers.

With over 40 years' experience, our unique culture is built on people, from motivating and developing our highly talented team, to truly listening to and delivering against our clients' needs.

Beijing to Boston, Berlin to Belfast, we are an entrepreneurial organization and take pride in our ability to provide innovative products and services to our impressive client-base.

The Role 

This is a dynamic leadership role focused on delivering exceptional customer experiences, optimising service performance, and driving team success. As the key link between clients, internal teams, and operational excellence, this role ensures seamless service delivery, builds strong relationships, and champions continuous improvement across all touchpoints. 

Key responsibilities include: 

  • Responsible for the success of the engagement and overall client satisfaction.
  • Proactively assess, clarify, and validate customer needs on an ongoing basis.
  • Create & maintain a PPM plan and ensure all prearranged service visits are completed on time.
  • Maintain a good understanding of the operation of all items of catering equipment within the hire fleet and the business criticality of each item.
  • Build deep relationships with key internal and external stakeholders.
  • Conduct regular one-one sessions with each staff member along with an annual 360 review.
  • Partner with internal resources in order to drive additional value and expertise.
  • Assist with achievement of Service Team goals and financial targets.
  • Ensure the company computer systems remain accurate with all relevant information added by the Team.
  • Complete full inspections and reports to provide for the business and client.
  • Manage team performance against our agreed department KPI's.
  • Receive, manage and conclude escalated issues in a professional manner.
Qualifications Essential Qualifications
  • Strong team management experience within a similar environment is essential
  • Significant experience of call-based, solutions-focused customer service 
  • Previous experience of implementing and embedding impactful training initiatives across the team 
  • Demonstrable time management and problem solving skills alongside sharp business acumen.
  • Skilled in business case development and able to take the lead when collaborating with the Project Team.
  • Sound negotiation and decision making skills.
  • A critical thinker with solid leadership and task prioritization skills.

Location of work 

  • Principally the role is based at PKL office in Cheltenham.
  • As required by the business, work involves national travel to attend client meetings and site visits. Regular visits will also be required to our Marchington office.

Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.

Lowe is an equal opportunity employer and committed to a diverse workforce. We are incredibly selective in our hiring and shortlisting for this vacancy will be completed on the basis of merit. Candidates should tailor their CVs to reflect our essential criteria.

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