After Sales Support Manager
Permanent – Full time
East Sussex
Our client are proud to have a friendly open environment in our Development department and are looking for talented professionals to join us at an exciting time of growth and technological & organisational change.
The Technical Sales Manager will receive a competitive salary package is available, including contributory pension scheme, private medical insurance and a minimum of 23 days holiday per annum. Our client offer a long service scheme with your holiday increasing to a maximum of 28 days per annum.
Reporting directly to the Global Technical Sales and Support Manager and your role will involve close co-ordination with all other business departments.
You will be managing a team of 10 technical support staff with a client base of close to 1,000 customers.
The primary day-to-day responsibilities will be working with the team to respond to our customer’s technical questions, managing installations & retrofits and issues generally via telephone and/or email but with customer site visits also required.
Key Objectives
* To manage the UK technical support team, including assisting them with planning of work and priorities where necessary.
* To analyse the company’s UK support requirements both short and long term and to recommend changes/upgrades as necessary
* Review existing department processes in terms of customer response and servicing for any efficiency improvements.
* Review warranty and repairs processes, as well as call out, installation and servicing practices and charges and make recommendations for improvements (inc potential introduction of maintenance support contracts).
* To oversee UK technical support staff to ensure they are performing effectively and efficiently
* To maintain a safe and secure working environment for all UK technical support staff working both in the office and remotely
* To ensure all technical support staff are provided with adequate training to perform their daily tasks, as well as overseeing the recruitment of new technical support staff members
* To address customer queries, feedback and complaints
* Working closely with customers to ensure all customer requirements are met in a timely manner
Essential Skills
* Previous experience in managing a team of people in a dynamic customer- facing environment.
* Previous experience in a managerial role dealing directly both with customers and colleagues at both senior and junior levels.
* Experience of departmental budget control and financial oversight
* Previous experience with maintenance and support
* Previous experience of using a ticketing style support system
* Good technical knowledge, educated to degree level or equivalent in electronics, mechanical or related discipline
* High level of familiarity with Windows and also Microsoft Office Suite
* Team player with a pro-active and flexible approach to problem solving
* Self-disciplined, good planning and organisational skills
* Excellent communication skills (both written and verbal)
* Holds a full clean UK driving license or equivalent
Willing to travel globally as required
If you are looking for a new exciting opportunity, please send us your CV through the link today, and we will call you to discuss this opportunity and the company in more detail