Head of Global Service and Support

4 weeks ago


UK, UK, United Kingdom Prime Appointments Recruitment Agency Full time

A leading electronics manufacturing are a global presence and a strong commitment to innovation are recruiting are a strategic leader with a passion for customer satisfaction and a track record of excellence in technical support. Serving a diverse range of industries, including automotive, aerospace, telecommunications, and more, they are at the forefront of technological advancement.


As the Head of Global Service and Support, you will have a unique opportunity to establish and lead a new department dedicated to ensuring customer satisfaction and delivering high-quality technical support services across international markets. You will recruit and guide a team of support professionals, develop strategic initiatives, and foster collaborative relationships with customers and external vendors.


Key Responsibilities:

  • Develop and execute strategies to meet global customer needs and enhance efficiency and effectiveness of support operations
  • Collaborate with cross-functional teams to improve customer service and resolve escalated customer issues with product and engineering teams
  • Implement measures to prevent recurring issues and boost satisfaction
  • Develop and maintain support standards, policies, and procedures
  • Regularly update documentation to align with industry best practices
  • Contribute to organizational goals, policies, and procedures
  • Collaborate with sales teams to create programs that support strategic goals
  • Utilize technical support to drive sales growth and improve customer relationships
  • Track and monitor key performance indicators for satisfaction, sales, and quality
  • Generate reports for "Proof of Value" projects to aid in sales forecasting
  • Provide data analysis and insights for strategic planning
  • Lead and manage the support team, providing coaching and feedback
  • Set performance goals, conduct evaluations, foster a collaborative culture, and promote skill enhancement


Experience required:

  • Bachelor's degree in engineering, computer science, or a related field
  • Proven experience in a leadership role within the test and measurement industry, with a focus on global service and support
  • Experience in establishing a new group and/or department
  • Familiarity with CRM systems
  • Demonstrated ability to manage customer relationships and resolve complex issues effectively
  • Experience in developing and implementing service level agreements (SLAs) and performance metrics
  • Proven track record of driving continuous improvement and achieving organizational goals
  • Strong analytical skills and proficiency in data analysis and reporting


Benefits:

  • 25 days annual leave, plus bank holidays
  • Life Insurance
  • Corporate membership at the local gym and spa
  • Quarterly Team building budget for nights out/lunches, etc.
  • Employee wellbeing and mental health
  • Paid company social events such as a summer festival and Christmas party


If you feel like you meet the above criteria & would like to be considered for this Head of Global Service and Support position, please apply with your CV, and contact Mark at Prime Appointments for a confidential chat.


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