At a Glance
- Tasks: Lead a team providing hands-on technical support and resolving customer issues.
- Company: Join a global leader in sustainable cremation and incineration solutions.
- Benefits: Competitive salary, career growth, and a commitment to innovation and sustainability.
- Other info: Dynamic role with opportunities for continuous improvement and professional development.
- Why this job: Make a real impact while working with advanced technology in a supportive environment.
- Qualifications: NVQ Level 3 in Electrical Engineering and experience in technical support required.
The predicted salary is between 42750 - 52250 £ per year.
About Facultatieve Technologies
Facultatieve Technologies is a global leader in cremation and incineration systems, delivering environmentally responsible and technically advanced solutions to customers worldwide. Guided by our mission - Leading with Integrity, Innovating with Purpose, Prioritising Sustainability - we design, manufacture and service high-performance systems trusted in over 20 countries. With more than 140 years of engineering heritage and a strong commitment to safety, quality and continuous improvement, we are proud to set the standard in our industry.
About the role
We are seeking a Technical Support Supervisor to join our team at Moor Road, Leeds. The role centres on providing hands-on technical support to customers and field engineers while supervising and coordinating the day-to-day activities of the Technical Support team. The role is responsible for managing workload, shift cover, annual leave, performance targets, KPIs and Technical Support systems, while ensuring established processes are followed and improvements are identified and implemented.
What You’ll Be Doing
- Take ownership of customer and field engineer technical issues through to resolution, ensuring timely communication and updates.
- Investigate, diagnose and troubleshoot technical and system issues, identifying effective solutions and escalating complex issues where required.
- Provide remote technical support by telephone, email, TeamViewer and other appropriate communication channels.
- Work closely with field engineers to support the investigation and resolution of on-site technical issues.
- Accurately log and maintain customer and technical support records using JITBIT, NetSuite and other relevant systems.
- Configure, program and test PCs for contract and spares requirements.
- Provide technical guidance to Technical Support Engineers on complex or escalated issues.
- Maintain technical documentation and knowledge-sharing materials and provide technical feedback to Engineering and Product Development.
- Support root cause analysis, corrective actions and improvements relating to recurring technical issues.
- Ensure technical support activities comply with company procedures, safety requirements, quality standards and relevant legislation.
- Provide day-to-day supervision, direction and support to the Technical Support team.
- Provide technical and operational guidance and act as the first point of escalation for team members.
- Manage and maintain the software platforms used by the Technical Support team, ensuring they meet operational requirements.
- Maintain accurate system records and liaise with IT and software providers where technical issues or developments require escalation.
- Identify opportunities to improve the use and functionality of Technical Support systems.
What We’re Looking For
- Essential: Electrical Engineering qualification to a minimum of NVQ Level 3 Advanced Apprenticeship (or equivalent).
- Proven experience working within a technical, electrical, or industrial manufacturing environment.
- Proven experience working within a technical support function.
- Experience supporting PLC-controlled equipment and industrial control systems.
- Previous experience of supervising, coordinating or leading technical personnel.
- Experience managing workloads, priorities and competing demands.
- Strong IT skills and experience using technical support or business software systems.
- Full, clean UK driving licence.
- Desirable: Mechanical engineering knowledge or experience.
- Experience working within the cremation, incineration, or thermal processing industry.
- Experience with gas and/or oil-fired burner systems.
- Familiarity with Mitsubishi PLCs (Q Series, FX Series) and GX Developer/GX Works software.
- Working knowledge of SCADA systems.
- Understanding of ISO 9001 Quality Management Systems and associated procedures.
- Experience with TeamViewer administration.
- Experience with DoForms or similar form/workflow management systems.
- Experience with JITBIT or similar ticketing/helpdesk systems.
- Previous experience managing KPIs, performance targets or team objectives.
Technical Support Supervisor employer: Facultatieve Technologies
Facultatieve Technologies is an exceptional employer, offering a dynamic work environment in Leeds where innovation and sustainability are at the forefront of our mission. Employees benefit from a strong culture of integrity and continuous improvement, with ample opportunities for professional growth and development within a globally recognised leader in the cremation and incineration industry. Join us to be part of a dedicated team that values technical expertise and fosters collaboration, ensuring you make a meaningful impact in your role as a Technical Support Supervisor.
