Technical Support Manager - Aggreko Global Account in Daventry

We are looking for a talented Technical Support Manager - Aggreko Global Account to join our team specializing in Marketing for DBU INTERNATIONAL SUPPORT in the UK, any location.

In this role, you will make an impact in the following ways:

• Resolve Complex Technical Issues: You'll lead root cause investigations into product failures, ensuring fast, effective resolutions that enhance product reliability and customer satisfaction.
• Drive Product Improvements: By gathering and analyzing customer feedback, you will propose design and service enhancements that directly influence product innovation and durability.
• Enhance Customer Experience: Your ability to build trust-based relationships and act as the voice of the customer will ensure their needs are understood and met, strengthening long-term partnerships.
• Develop Distributor Capabilities: You will assess and guide distributor technical capabilities, ensuring they can deliver high-quality fleet support aligned with internal protocols.
• Coach Sales and Technical Teams: Through technical coaching and mentorship, you'll elevate the performance of sales staff and junior support specialists, contributing to a more capable, confident team.
• Create and Improve Training Materials: Your input will help produce impactful manuals and reference guides that improve customer knowledge and product use efficiency.
• Advocate for Mutual Value: Using critical thinking and creative problem-solving, you will find solutions that support both the customer's needs and the company's strategic goals.
• Promote Cost and Efficiency Gains: By applying Six Sigma principles and continuous improvement strategies, you'll help reduce customer operating costs and improve the service lifecycle of products.

As this is a global role, some flexibility outside the usual 8:00-5:00 hours may be required, while staying within the weekly hours allowed in the contract. This role is primarily remote; however, it may require occasional international travel (typically 1 to 3 times per year) as well as periodic on-site support to resolve complex technical issues.

To be successful in this role you will need the following:

• Strong Cross-Functional Collaboration Skills: You'll need the ability to effectively coordinate with diverse internal teams across regions to manage escalations and deliver unified solutions.
• Deep Technical Knowledge and Problem-Solving Ability: A solid grasp of product functionality, service protocols, and root cause analysis is essential to troubleshoot issues and drive resolution efficiently.
• Proficiency in Escalation Processes and Data Management: Understanding and applying standardized escalation procedures, while managing centralized data platforms and reporting tools, will be key to tracking performance and accountability.
• Excellent Communication and Customer Focus: Clear, proactive communication and a commitment to tailoring support to customer needs will help ensure fast resolution of critical incidents and build trust globally.

Qualifications

Education/Experience: Bachelor’s Degree in Engineering is required. Mechanical Engineering is preferred. Experience in field and/or factory service engineering is preferred. Must be a strong and effective communicator. Proactive problem solver. Ability to work effectively across multiple time zones, cultures, and language differences.

About Us

Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.