Service Desk Manager

Job Title: Service Desk Manager

Location: Newcastle-Upon-Tyne

Salary: Up to £55,000 + Package

The Client

Our client is the world\’s largest HVAC and Air Source Heat Pump manufacturer and the fastest growing brand of HVAC products in the UK. In supporting further growth, they are looking to expand their team in key areas of the business.

We are currently recruiting for an Air Source Heat Pump Service Desk Manager based at our client\’s head office in Newcastle to provide technical support on their range of renewable technologies for their growing installer network.

The Role of Service Desk Manager – Air Source Heat Pumps

As a technical support engineer, you will handle post-sale technical enquiries including fault finding, product information, spare parts, and more from our installer network. You will be given training in all manufactured products and entrusted to provide the best technical support to our clients\’ customers and engineers.

Key Responsibilities of the Service Desk Manager – Heat Pumps

• Managing a dedicated technical team for heat pumps that covers technical queries, service visits, breakdowns, spare parts, and more.
• Ensuring customers receive the best technical service and response in relation to product advice, technical support, breakdowns, and product supply.
• Management of a small team to include field engineers and in-house technical support engineers. This team will expand as the division continues to grow.
• In addition, you\’ll be involved with product training for heat pump installers and service engineers, creating content and marketing tools with the support of the office to deliver 1^st class courses.
• Helping support and drive the division, which already has substantial turnover, and working with the senior management team to ensure growth is achieved.

Person Specification

• Experience in managing a technical team for heat pumps that covers technical queries, service visits, breakdowns, spare parts, and more.
• Ability to ensure customers receive the best technical service and response in relation to product advice, technical support, breakdowns, and product supply.
• Experience in managing a team including field engineers and in-house technical support engineers.
• Involvement with product training for heat pump installers and service engineers, including the creation of content and marketing tools.
• Ability to support and drive the division, ensuring growth is achieved.

Benefits

• Bonus scheme
• Yearly bonus
• Company car / Car Allowance
• Company events
• Company pension
• Life insurance
• On-site parking

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