Technical Support Manager

Polytec are looking for a Technical Support Manager for a position based on the South Cambridgeshire/Hertfordshire border. The company is in a village location and has the added benefit of a rail station nearby, with direct links to Cambridge, Royston and London. You’ll be responsible for the management of technical support and service departments. It’s a key customer facing role.

What You’ll Be Doing:

* You’ll lead and develop your team, ensuring adequate skills and availability of staff.
* Make sure warranty and non-warranty repairs are resolved meeting defined service levels
* Ensuring that the team rapidly resolve customer technical enquiries
* Ensuring that opportunities for increased revenue and margin are maximised, through non-warranty repair, calibration and selling new products to replace BER (Beyond Economic Repair) equipment.
* Managing the departmental budget and delivering a profit.
* Monitoring and reporting on warranty failure rates, working with the quality team to address CAPA issues.
* Reviewing, improving and creating departmental processes and procedures through continuous review and assessment.
* You’ll manage customer complaints and feedback
* Maintaining and agreeing service level agreements with key customers including service contracts and management of third party service agents.
* Management of the part of the CRM case system used by technical support.
* Ensuring health and safety requirements are met for the team, that risk assessments are undertaken and the team are encouraged to identify and eliminate safety hazards within a lean improvement
* Actively maintain professional knowledge and awareness and feeds information on this to rest of team.

What We’re Looking For:

* You’ll have several years experience of working in a technical support function.
* Excellent customer facing skills.
* Excellent people management skills – need to achieve multiple tight deadlines
* Good process analysis skills
* Experienced user of ERP and CRM systems, as well as Microsoft Excel, Word etc.
* Understanding of working within an ISO 9001:2008 (ISO9001:2015) organisation
* Level 3 or higher qualification in a technical discipline, engineering or science subject.
* You’re someone who enjoys developing teams
* Very good communication skills
* You can demonstrate an enthusiastic and structured approach to process management and improvement
* A collaborative working style with other departments