Technical Services Director

Based at Castle Donington – with responsibility for teams also based in High Wycombe, Hemel Hempstead and Livingston. We are looking for an experienced Technical Support and Services Leader to join our UK & Ireland group as Technical Services Director, responsible for driving our post-sale technical support and services strategy and helping our teams to continue to thrive on our journey of providing customers with the very best technical support possible, through customer-centric solutions and a continuous service approach.

About Us: We are a leading global manufacturer of cutting-edge gate automation equipment, intercom access systems, parking systems, and automatic barrier solutions. Our mission is to provide high-quality, reliable solutions that enhance security and convenience for our customers. With a very strong emphasis on customer satisfaction, we prioritise innovation and continuously strive to exceed expectations through both our products and technical support services.

Role Overview: As Technical Services Director you will have three direct reports in the form of Team Managers at each office location for High Wycombe, Hemel Hempstead and Livingston, with direct line management responsibility for the full team at the Castle Donington office, acting as Team Manager for this team. Overall team size is approximately 25 roles. Your role will be to lead, mentor, and inspire a team of technical support professionals, fostering a collaborative and high-performance culture. Alongside the day-to-day responsibilities, you will be asked to take the reins on work in progress projects, using your previous experience and strong customer service approach, to help us reach new heights in technical support!

Technical Workflow – CRM: Over the last year we have been working hard, utilising the Sage CRM software, to create new workflows for our customer technical support and returns processes. Managing who has access to what kind of technical support and employing case management principles to work our way right through from the issue being raised to resolution, taking the customer on a positive and efficient journey along the way. We are planning for you to join us just in time to provide leadership for the final exciting stages of implementation and launch of this project. Previous project management and CRM systems experience would therefore be advantageous.

Technical Workflow – Returns: The work we have been carrying out on the CRM workflows leads us nicely into one of our next main areas of focus, being the returns process for customers. Not only focusing on what this looks like in the CRM system and the workflow but our approach to returns and focusing on an easy and efficient experience for customers, making data-driven decisions and prioritising customer satisfaction. We have the ability to provide detailed diagnostics reports to our customers that the installers can then pass through to their clients, ensuring all parties involved are kept fully up to date and involved in the returns process.

Types of Technical Support: We provide technical support to our customers through various channels including traditional methods such as telephone and email, as well as more flexible options including WhatsApp business. We also provide manufactured back support out in the field, through our small team of Field Support Technicians. The Technicians form part of your overall team, with one technician based from each main office. Part of your role will be to work with your team managers to ensure we are co-ordinating the field’s team skillset and availability to provide customer focused solutions to appropriate situations.

Documentation: We produce an extensive library of technical guides and documentation for our customers, including quick start guides provided at the point of purchase and general installation manuals. We also have the internal capabilities to create system drawings for intercom customers of the CAME BPT and CAME Entrotec product ranges, using VISIO and AutoCAD. In team members' downtime we really focus on the continuous improvement piece and task team members with updating & improving the technical guides and drawings, as frequently as required.

Regular update meetings and Case Management: All of the technical support provided to our customers is tied together internally with regular management meetings and a continuous case management approach. This case management approach provides a clear agenda for regular meetings and creates set responsibilities and accountability for dispute resolution. By understanding the facts and adopting an analytical approach we can clearly establish the timeframes of each case and confidentially analyse if resolution lies locally with us in the UK or requires collaboration with our colleagues at Headquarters.

Collaboration with Italian Headquarters: You will act as the main point of contact and liaise with our international headquarters in Italy, working closely with their technical team to provide valuable documented product feedback directly from UK and Ireland installers. Occasional visits to our Italian headquarters to foster collaboration, align strategies, and share insights between technical teams, will form an exciting part of your role.

Requirements: Proven experience in a technical support leadership role, preferably within a similar type of industry. Strong technical background with a solid understanding of electro-mechanical, electronic, cloud-connectivity, access systems, parking systems, or similar related technologies. Demonstrated success in managing and developing high-performing technical support teams. Excellent communication and interpersonal skills with a focus on building strong relationships with both internal and external stakeholders. Customer-centric approach, always striving to exceed customer expectations. Strong problem-solving skills and the ability to think analytically. Ability to research, interpret and act upon industry regulations, technical standards and guidelines. Flexibility & willingness to travel regularly to our 3 main UK offices and occasional visits to our international headquarters in Italy.

Join Our Team: CAME aim to offer a dynamic work environment where innovation and collaboration are highly valued. As a Technical Services Director, you will have the opportunity to help shape the future of our product post-sale support, lead a talented team, and make a significant impact on our customers' experiences. We provide competitive compensation, comprehensive benefits, and ample opportunities for professional growth and development.