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Technical Support Manager

3 months ago

StocktonOnTees UK, County Durham, United Kingdom Fitfactory Technology Full time

About us

Multi-Award-Winning Software Company, Fitfactory helps factories become leaner, fitter and more productive through digital technologies. Providing smart, simple, modular MRP software underpinned by real-time business intelligence and expert guidance on digital transformation, we combine over 25 years' industry expertise with innovative technology to support more than 300 UK manufacturers on their digital transformation and help them be fit for the future.


At Fitfactory, we believe in achieving more together and we are passionate about developing the talent within our business and supporting one another to achieve the very best for our customers. We believe in rewarding hard work and celebrate this with regular socials, events and internal awards.


Your role at Fitfactory

As a Technical Support Manager at Fitfactory Technology Ltd, you will lead a dynamic support team dedicated to delivering exceptional customer service and technical support. Your role involves overseeing daily operations, training and developing staff, managing performance, and ensuring high customer satisfaction. With a strong focus on technical expertise and operational efficiency, you will contribute to continuous improvement and strategic decision-making within the support function.


Responsibilities:


  • Leadership and Team Management

· Team Supervision: Oversee the daily operations of the support team, ensuring tasks are completed efficiently and effectively.

· Training and Development: Provide training and development opportunities to support staff to enhance their skills and knowledge.

· Performance Management: Conduct regular performance reviews, provide constructive feedback, and implement improvement plans when necessary.

· Motivation and Morale: Foster a positive work environment that motivates the team, encourages teamwork, and maintains high morale.


  • Customer Service Excellence

· Customer Satisfaction: Ensure high levels of customer satisfaction by addressing issues promptly and effectively.

· Relationship Management: Build and maintain strong relationships with key customers, understanding their needs and expectations.

· Issue Resolution: Develop and implement processes for efficiently resolving customer issues, including escalations and complex problems.

· Feedback Collection: Gather customer feedback to continuously improve support services and product offerings.


  • Technical Expertise

· Product Knowledge: Maintain an in-depth understanding of the company's software products and the manufacturing industry.

· Troubleshooting: Provide advanced technical support and guidance to both customers and team members.

· Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the support team.


  • Operational Management

· Resource Allocation: Efficiently allocate resources to ensure timely and effective resolution of support issues.

· Reporting and Analytics: Develop and maintain metrics and reports to track support performance, identify trends, and inform strategic decisions.

· Documentation: Ensure comprehensive documentation of support processes, FAQs, and troubleshooting guides.

· Cross-functional Collaboration: Work closely with other departments such as Development and Sales to address customer issues and feedback.

· Continuous Improvement: Stay updated with industry trends and best practices to continuously improve support services.

· Risk Management: Identify potential risks in support operations and develop strategies to mitigate them.

· Onboarding: Oversee the customer installation process, ensuring a smooth transition and setup of the software.


Required Skills and Qualifications

· Strong leadership and team management skills

· Excellent customer service and relationship management abilities

· Advanced technical knowledge and troubleshooting skills

· Experience in process improvement and operational management

· Proficiency in using CRM tools and support ticketing systems

· Excellent communication and interpersonal skills

· Strong analytical and reporting capabilities


Desired Skills

· Knowledge of Fitfactory products (especially Tricorn Production)

· Experience in the manufacturing industry

· Familiarity with RDMS (Microsoft SQL Server or similar)

· Advanced knowledge of Windows, debugging/troubleshooting, and viewing event logs

· Experience with IIS and Crystal Reports or similar tools


Experience

· Minimum of 3 years in a technical support or customer service management role

· Proven experience in leading and developing a support team