Technical Support Lead

1 week ago

Cambridge, United Kingdom Mettler Toledo Full time

Technical Support Lead

Location Cambridge, England, United Kingdom

Date posted November 06, 2025

Job ID 20685

Our Opening and Your Responsibilities
- We're looking for a Technical Support Lead to lead and manage a team of service professionals providing expert technical support for METTLER TOLEDO's global X-ray inspection systems. This hands-on leadership role focuses on driving technical excellence, supporting new product launches, improving service delivery, and ensuring customer satisfaction with both direct markets and service partners.- This growth-focused position offers the chance to shape the future strategy of the technical support function.

What You'll Do-
- Lead and develop a high-performing service team to deliver first-class technical support across all X-ray inspection products.
- Support the introduction of new products to market, ensuring alignment with METTLER TOLEDO's service delivery standards.
- Establish and maintain efficient processes to resolve technical issues effectively, deploying appropriate expertise where needed.
- Ensure accurate tracking, management, and resolution of technical issues to meet customer expectations.
- Act as the escalation point for complex or critical issues, providing leadership and resolution plans.
- Champion root cause analysis processes to identify, document and resolve product or service quality issues.
- Ensure internal and partner-based service teams receive appropriate training to deliver their responsibilities effectively.
- Take ownership of issuing technical and safety bulletins to relevant stakeholders.
- Ensure the Document and Service Management (DSM) system is regularly updated with current and relevant content.
- Continuously assess service tools and processes to identify and implement improvements that enhance operational efficiency and customer satisfaction.What You Need to Succeed- Proven experience in a service leadership role with international responsibilities
- Degree (or equivalent qualification) in a relevant engineering discipline such as Electrical/Electronic, Mechanical, Automotive or Aeronautical Engineering
- Strong background in customer-facing technical roles such as field service or support engineering, preferably within the FMCG or industrial equipment sector
- Strong written and verbal communication abilities, capable of interacting across all organisational levels
- Deep understanding of industrial equipment, ideally including mechanical, electrical and software systems
- Skilled in coordinating multi-tiered technical support functions (telephone, field, third-line, and training support)
- Motivational and people-focused, capable of building a cohesive, high-performing team
- Willingness to travel internationally as needed Our Offer to You
- Competitive salary
- Employee bonus plan
- Free onsite parking
- Career progression and development opportunities
- 25 days holiday plus bank holidays
- 4x salary Life Assurance
- Access to 24/7 Employee Assistance Programme to support mental health and wellbeing.

About Mettler Toledo

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