At a Glance
- Tasks: Lead a dynamic technical support team and ensure top-notch service delivery across the EU.
- Company: Join Campbell Scientific, a leader in innovative technical solutions.
- Benefits: Competitive salary, travel opportunities, and a supportive work culture.
- Other info: Embrace a culture of innovation and continuous improvement.
- Why this job: Make a real impact by enhancing customer experiences and driving team success.
- Qualifications: Proven leadership skills and strong technical support experience required.
The predicted salary is between 40000 - 50000 £ per year.
We are seeking a motivated Technical Support Team Leader to manage the delivery of our technical support service across the EU region. This role offers an exciting opportunity to lead a dynamic team, ensuring high-quality service delivery and continuous improvement.
Role Overview
The Technical Support Team Leader is responsible for managing technical support engineers in the UK and EU offices, ensuring timely and high-quality support for Campbell Scientific customers. This role involves:
- Overseeing the technical support service, ensuring efficient response and resolution times.
- Monitoring customer satisfaction and implementing improvement actions.
- Contributing to the implementation of global technical support processes and ERP software rollouts.
- Providing presales technical support and assisting in tender responses.
- Managing complex system projects from design to completion.
Key Responsibilities
Team Management:
- Lead and manage the technical support team, including recruitment, onboarding, training, and performance management.
- Schedule staff availability to handle support queries between 08:00 – 18:00 GMT on weekdays.
- Conduct objective setting, appraisals, and salary reviews.
Technical Support & Customer Service:
- Monitor and improve customer satisfaction and effort metrics.
- Oversee key account service reviews and customer feedback collection.
- Lead case review sessions and implement training based on lessons learned.
- Investigate and coordinate responses to customer complaints.
Process & System Implementation:
- Work with the global leadership team to implement technical support processes and metrics.
- Define support instructions for new products and services.
Technical Assistance & Project Management:
- Provide direct customer support via phone, web, and email.
- Troubleshoot various communication methods such as Ethernet, serial, satellite, radio, and cellular.
- Identify commercial opportunities within technical support cases.
- Support sales engineers with presales technical advice and tender documentation.
- Create and test CRbasic programs for systems and solutions using Campbell Scientific loggers.
Required Skills & Experience
Essential:
- Demonstrated leadership and team management skills.
- Strong technical support experience, preferably in instrumentation or communication systems.
- Customer-focused approach with excellent problem-solving abilities.
- Ability to manage multiple tasks and priorities effectively.
- Strong communication and stakeholder engagement skills.
- Willingness to travel within the UK and overseas as required.
Desirable:
- 1+ year(s) of experience in a similar role.
- Experience with ERP implementation and technical support processes.
Our Core Values (ARCTIC)
- Accountability: Delivering on commitments and working together to overcome challenges.
- Respect: Fostering a culture of trust and humility.
- Client Centricity: Providing exceptional experiences to our customers.
- Teamwork: Collaborating to achieve our goals and celebrating team successes.
- Innovation: Driving creativity and continuous improvement.
- Continual Improvement: Embracing learning and growth to enhance our products and services.
How To Apply
For further information or to apply, please contact Sarah Hanna – HR Manager. Join us at Campbell Scientific and make a difference in delivering technical support!
Technical Support Team Leader in Shepshed employer: Campbell Scientific
At Campbell Scientific, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Technical Support Team Leader, you will have the opportunity to lead a dedicated team while benefiting from our commitment to employee growth through training and development initiatives. Located in the heart of the EU region, we offer a dynamic environment where your contributions directly impact customer satisfaction and service excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Team Leader in Shepshed
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with yours. We want you to show them that you’re not just a fit for the role, but also for the team and the company as a whole.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms to get comfortable with common questions. We believe that the more you practice, the more confident you’ll feel when it’s time to shine in front of the hiring team.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way in showing your appreciation and keeping you top of mind. We recommend mentioning something specific from your conversation to make it personal.
We think you need these skills to ace Technical Support Team Leader in Shepshed
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership and technical support experience, as well as any relevant projects you've managed. We want to see how you fit into our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your values align with ours at StudySmarter. Don’t forget to mention specific examples of your achievements in team management and customer service.
Showcase Your Problem-Solving Skills:In your application, give us examples of how you've tackled challenges in previous roles. We love candidates who can demonstrate their problem-solving abilities, especially in technical support scenarios. It’s all about showing us what you can bring to the table!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. This way, we can easily track your application and get back to you quicker. Plus, it shows us you're keen on joining the StudySmarter family!
How to prepare for a job interview at Campbell Scientific
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge related to instrumentation and communication systems. Be prepared to discuss specific technologies and troubleshooting methods, as this will show your expertise and confidence in the field.
✨Showcase Your Leadership Skills
Since this role involves managing a team, be ready to share examples of your leadership experience. Talk about how you've successfully led teams, handled performance management, or improved team dynamics in previous roles.
✨Demonstrate Customer Focus
Prepare to discuss how you've previously enhanced customer satisfaction. Think of specific instances where you resolved complaints or improved service delivery, as this aligns with the company's core value of client centricity.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving abilities and how you handle multiple priorities. Practice answering scenario-based questions that reflect the challenges you might face in this role, such as managing complex system projects or implementing new processes.
