Job Description
After Sales Support Manager
Permanent Full time
East Sussex
Our client is proud to have a friendly open environment in our Development department and is 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, including a contributory pension scheme, private medical insurance, and a minimum of 23 days holiday per annum. Our client offers 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, 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 customers' 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 (including 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 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.