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Technical Support Shift Lead

4 months ago

Stockport UK, Greater Manchester, United Kingdom Dematic Full time

Dematic is a leading supplier of integrated automated technology, software and services to optimize the supply chain. Dematic is one brand under the KION Group of companies and has implemented more than 6,000 integrated systems for a customer base that includes small, medium and large companies doing business in a variety of market sectors. With presence in more than 100 countries worldwide, the KION Group designs, builds and supports logistics solutions that optimize material and information flow within factories, warehouses and distribution centers.


We are looking for an experienced and competent Technical Support Shift Manager to join our growing team with the Response Coordination Centre (RCC) at Dematic Software.

The postholder will oversee daily operations during scheduled shifts, and this will include managing all incoming Dematic Software customer incidents, resolving escalated issues and ensuring the requirements of the shift are met. You will report to management on a weekly basis and hold daily team meetings to ensure that an efficient handover process between shifts takes place. You will be responsible for ensuring key team members are performing on your shift and meet daily targets. Ultimately, you will make sure all aspects of daily operations on your shift run smoothly whilst implementing efficient workflows. Training will be provided on the job and you will be given full support to grow and develop your career at Dematic Software. If you are a natural leader committed to high quality service and have experience in our industry, we’d like to meet you


MAIN JOB OBJECTIVES

• Assign workload by triaging issues and prioritise according to the business impact

• Provide direction and feedback to the team during shifts

• Oversee day to day operations and improve performance

• Train and coach new team members

• Ensure documented processes are followed

• Motivate the team to maintain high performance

• Resolve queries and manage escalations

• Foster and maintain a positive work environment

• Report on team performance on a weekly basis to management



REQUIRED SKILLS

• An excellent command of the English language (both spoken and written)

• A team player with a desire for continuous improvement and able to accept constructive feedback in a busy working environment

• Proven experience as a Team Leader or in a relevant managerial role

• Leadership skills and ability to make decisions in a speedy but logical fashion

• Able to adhere to current processes with an open mind

• Able to work shifts including night and weekends with a flexible approach

• Familiarity with the use of incident management and reporting tools

• Demonstrable detailed experience working in a customer facing role


DESIRED SKILLS

• A knowledge of ITIL processes, and ideally ITIL certified

• While you will be educated and supported on the job, an inherent aptitude to technical problem solving

• A willingness to visit customers’ sites to gain a deeper understanding of applications

• A strong software engineering or computing background •

Experience with working in the Information Technology industry

• Further/higher education qualifications preferably in an engineering discipline and/or computing


BENEFITS

  • Competitive salary- based on level of experience and expertise
  • Incentive scheme designed to reward individual contribution and performance
  • Group Personal Pension scheme with generous Company contributions and made by salary exchange
  • Holidays - 25 days plus bank holidays
  • Private Health scheme (non-contributory for employees)
  • Life assurance
  • Onsite gym
  • Onsite Cafe