Head of Product Support

4 weeks ago

Market Drayton, United Kingdom Culina Group Full time
Job Description

Due to continued growth, we are now seeking a Head of Product Support to join our IT Department at our Rugby site. 

As Head of Product Support You will be responsible for building and leading a high-performing support team, developing and implementing strategies to maximize customer satisfaction, and driving continuous improvement across multi-domain support functions. This is an opportunity to play a critical role in shaping the customer journey and contributing to the overall success of our company.

This is a full time, permanent position working Monday to Friday 9am to 5pm offering a competitive salary and package with the opportunity to work for a forward thinking market leader.

Job responsibilities of Head of Product Support include:

Product Support

  • Develop and implement a comprehensive support strategy aligned with business goals and customer needs.
  • Oversee the product support process, ensuring timely resolution of user issues and inquiries related to our logistics and transport products.
  • Prioritize and manage support tickets, coordinating with the support team to ensure efficient and effective problem resolution.
  • Maintain a high level of customer satisfaction by providing excellent support services and addressing user concerns promptly.

Service Level Agreements (SLAs)

  • Define and monitor SLAs for application support and key KPIs, ensuring that response times, resolution targets, and availability metrics are met.
  • Report on and communicate performance against SLAs to stakeholders, highlighting areas for improvement and proposing corrective actions.

Incident Management

  • Lead the investigation and resolution of product-related incidents and outages, working

closely with cross-functional teams to minimize downtime and restore services quickly.

  • Analyse root causes of incidents and implement preventive measures to reduce the likelihood of recurrence.
  • Ensure that incident management processes align with industry best practices and adhere to agreed-upon service levels.

Team Management

  •  Lead and manage a team of product support specialists, providing coaching, mentoring and performance management.
  •  Allocate resources effectively, monitor workload, and provide guidance to team members to ensure optimal support delivery.
  • Conduct regular performance evaluations, identify training needs, and facilitate professional development opportunities for team members.

Communication and Coordination

  • Serve as a liaison between business users, development teams, infrastructure teams, and external vendors. ·
  • Facilitate effective communication, coordinate activities, and manage expectations to ensure smooth collaboration and alignment across different teams.
  • Act as a point of escalation for critical issues, ensuring timely resolution and effective communication to stakeholders. Continuous Improvement
  • Identify opportunities for process improvements in product support, leveraging automation, tools, and best practices to enhance efficiency and effectiveness.
  • Collaborate with development teams to provide feedback on product usability, stability, and performance, suggesting enhancements or bug fixes as needed.

Qualifications

To apply for the role of Head of Product Support, you will possess the following skills, experiences and qualifications:

  • Proven experience in product support management, preferably within the logistics and transport industry.
  • Strong technical background and familiarity with logistics and transport systems, databases, and software development life cycle.
  • Excellent leadership and team management skills, with the ability to motivate and guide a team towards achieving common goals.
  • Demonstrated experience in incident management, problem-solving, and root cause analysis.
  • Deep knowledge of product support operations and processes.
  • Strong customer service orientation with excellent communication and interpersonal skills.
  • Familiarity with ITIL principles and best practices for IT service management.
  • Proactive mind-set with a focus on continuous improvement and innovation.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Data-driven approach to decision making and performance measurement.
  • Ability to thrive in a fast-paced and dynamic environment.


Additional Information

As part of our drive to make Culina Group a great place to work. We are proud to be an inclusive and diverse organisation where we are committed to employee development and recognising success for hard working performers.

Our dedicated learning and development programmes are open to every employee to give you the opportunity to shape your own future within logistics and continue to work in an environment where team culture thrives.

Our People are the driving force behind our success, which is why we offer a wide range of benefits which include:

  • Annual Leave
  • Company Bonus  – We do our best work to succeed together. When we achieve our goals you'll be rewarded through our bonus scheme.
  • Private Medical Cover  – This gives you peace of mind, you have choice, flexibility and speed of access to the most clinically appropriate care via Bupa
  • Car Allowance
  • Pension scheme – we want colleagues to enjoy a comfortable retirements so we offer a great contribution
  • Life Assurance -  x4 your annual salary
  • Wellness – Via our Employee Assistance Programme we offer immediate access to a confidential telephone counselling and legal information service that operates 24 hours a days, 365 days a year
  • Eye Care Vouchers – We can provide you with substantial savings with free eye tests and discounts on prescription glasses
  • Reward & Recognition – We recognise that employees have gone the extra mile via Employee of the month and year, special recognition and long service awards.
  • Everyday discounts - via our benefit platform you will have access to over 50 retailer discounts for everyday savings

If you meet the requirements for the above role and are looking for your next career opportunity please apply now and become a part of our #WinningTeam

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