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Technical Support Lead
2 months ago
Lead Technical Support Specialist – Automotive Services - Kent – Hybrid
Overview:
I’m currently partnered with a market leading Automotive company, operating on a global scale, who are looking for a Lead Technical Support Specialist to lead and manage the Technical Support team. In this role, you will be responsible for ensuring the highest standards of customer service and technical expertise are met, guide and mentor your team effectively, enhance departmental capabilities, and be a key support resource for all customers by providing technical assistance and product insights. As a trusted, award-winning brand, they are committed to customer satisfaction, integrity, teamwork, and excellence in all they do.
Role & Responsibilities:
Team Leadership & Development:
- Manage and support team members, including performance, recruitment, and training.
- Foster growth within the team to build skills and meet departmental objectives.
Customer Technical Support:
- Handle and delegate incoming technical support calls and emails.
- Troubleshoot and resolve customer issues with technical expertise and clarity.
- Deliver exceptional customer service across all interactions.
Product & Knowledge Management:
- Maintain and update technical support materials, including FAQs and guides.
- Develop and implement team processes, training, and KPIs for continuous improvement.
- Collaborate on training programs for both internal teams and external customers.
Relationship Building:
- Establish strong relationships with customers and internal teams to ensure alignment on technical needs and expectations.
Project & Departmental Support:
- Support product development by providing customer-focused technical insights.
- Collaborate on content clarity in user-facing documents, like instruction guides.
- Actively participate in seminars, exhibitions, and departmental initiatives as needed.
Essential Skills & Experience:
- Minimum 3 years in a technical customer support role with leadership experience.
- Strong knowledge of DC circuitry, automotive electrics, and electronics.
- High level of computer literacy and experience in technical applications.
- NVQ Level 3 or equivalent with a focus on electrical/electronic/automotive skills.
- Excellent verbal and written communication skills.
- Strong decision-making ability, especially under pressure.
- Organizational skills and attention to detail in managing multiple tasks.
- A proactive and adaptable approach to changing priorities and business needs.
Package:
- Competitive salary
- Excellent benefits
- Hybrid working
