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For Companies At a Glance
- Tasks: Lead service delivery and support, solving complex customer issues and improving workflows.
- Company: Established tech company specialising in mobile computing and warehouse management.
- Benefits: Competitive salary, hands-on experience, and opportunities for professional growth.
- Why this job: Join a dynamic team and make a real impact in tech support and service delivery.
- Qualifications: Experience in support roles, strong problem-solving skills, and effective communication.
- Other info: Mentorship opportunities and a collaborative work environment await you.
The predicted salary is between 36000 - 60000 £ per year.
Location: Northampton
Permanent, Full-time
Salary Dependent on Experience
Our client is a specialist in Mobile Computing, Data Capture and Warehouse Management. Combining their customisable software with the highest quality hardware and using barcodes as a language, they are providing cost effective and work efficient packages for effective Warehouse Management.
Established in 1982, they have continuously pushed the boundaries to develop a solution and expand their product range - whilst maintaining a leading edge in technology for data collection and management.
Brief Role Outline
The Senior Service Delivery & Customer Support Lead is a senior, hands-on role responsible for overseeing day-to-day service delivery, maintaining service standards, and acting as an escalation point for complex customer and technical issues. This role provides operational leadership and technical oversight within the support function, working closely with management and project teams, while remaining actively involved in service delivery and continuous improvement.
Key Responsibilities
- Service Delivery & Operational Oversight
- Oversight of daily service desk and support activities
- Managing and maintaining the internal call management and logging system
- Triage, prioritisation, and escalation of support requests
- Ensuring support services are delivered in line with agreed SLAs and procedures
- Identifying and resolving recurring issues and service bottlenecks
- Maintaining standards across the Northampton office environment
- Acting as the senior escalation point for complex support and customer issues
- Providing timely, high-quality solutions to technical and service-related problems
- Detecting, tracking, and documenting software defects and inconsistencies
- Producing and maintaining support documentation and knowledge-base materials
- Applying quality engineering principles across the Agile product lifecycle
- Providing day-to-day guidance and support to junior team members
- Supporting apprentices through structured mentoring and on-the-job training
- Promoting consistent working practices, professionalism, and service standards
- Flagging risks, capacity issues, and service concerns to senior management
- Contributing to project delivery by reviewing specifications and requirements
- Supporting system, integration, and regression testing where required
- Assisting with the development of automation scripts and service improvements
- Identifying opportunities to improve service methods, workflows, and efficiency
- Working closely with project teams and other departments
- Attending weekly project meetings and relevant operational meetings
- Preparing input for service performance reporting and customer updates
- Supporting customer communications where technical input is required
- Building effective working relationships across teams and departments
Skills & Experience
- Significant experience in a senior support or service delivery role
- Strong technical problem-solving and diagnostic skills
- Experience working with service desks, ticketing systems, and SLAs
- Ability to provide leadership without formal people management
- Strong communication and documentation skills
- Comfortable balancing hands-on work with senior-level oversight
Lead Support & Service Technician in Northampton employer: Equals One Ltd
Contact Detail:
Equals One Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Support & Service Technician in Northampton
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Lead Support & Service Technician role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to service delivery and technical problem-solving. We recommend doing mock interviews with friends or using online resources to get comfortable discussing your experience and how it aligns with the role.
✨Tip Number 3
Showcase your skills through real-life examples! When you get the chance to interview, highlight specific instances where you’ve successfully managed support issues or improved service delivery. This will demonstrate your hands-on experience and problem-solving abilities.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we’re always looking for passionate individuals who can contribute to our mission of delivering top-notch service and support.
We think you need these skills to ace Lead Support & Service Technician in Northampton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Lead Support & Service Technician role. Highlight your relevant experience in service delivery and technical problem-solving, as well as any leadership roles you've had, even if they weren't formal.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific experiences that relate to the job description and show your enthusiasm for working with us at StudySmarter.
Showcase Your Communication Skills: Since strong communication is key for this role, make sure your application reflects that. Use clear, concise language and structure your documents well. This will demonstrate your ability to communicate effectively, which is crucial for the position.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly from us. Plus, it shows you're proactive!
How to prepare for a job interview at Equals One Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge related to mobile computing and data capture. Be ready to discuss specific technologies and tools you've used in previous roles, as well as how you've solved complex technical issues.
✨Demonstrate Leadership Skills
Even though this role doesn't involve formal management, showcasing your ability to guide and mentor others is key. Prepare examples of how you've supported junior team members or improved service delivery processes in past positions.
✨Familiarise Yourself with SLAs
Understanding Service Level Agreements (SLAs) is crucial for this position. Be prepared to discuss how you've ensured compliance with SLAs in your previous roles and how you handle situations when service standards are at risk.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think of specific instances where you've triaged support requests or resolved recurring issues, and be ready to explain your thought process and the outcomes.
