Technical Customer Services Lead

We are seeking an outstanding individual to join our growing team, this is a brand-new role designed to add capacity, drive efficiency, and optimise how we deliver service across the business. It’s a brilliant opportunity to make your mark.

While this is not a hands-on technical role, a good understanding of technical terminology and the ability to triage incoming service requests from a technical perspective is essential. You’ll need to ask the right questions, gather key information, and keep things moving.

It goes without saying you’ll thrive on delivering exceptional customer service. You’ll play a pivotal role in optimising the activities of our service engineers, assessing customer requests, managing logistics and streamlining communication and reporting across the department.

This is a fast-paced and people-heavy role that demands exceptional organisation, excellent customer service, strong IT skills and a cool head under pressure.

You’ll enjoy working with both engineers and customers, understand how to manage competing priorities, and thrive in a business that is evolving and adopting digital tools to improve performance and customer service.

Key Responsibilities

Logistics

• Respond to customer enquiries, triage and prioritise each request, gathering key technical information to assess urgency and scope and ensure the appropriate response.
• Optimise service engineer schedules, utilising KPIs to drive efficiency in route management, logistics and planning. Providing support for travel and logistics management when required.
• Create dedicated visit packs for engineers, ensuring they are well prepared with technical documentation, site-specific details.
• Monitor the progress of service jobs through to completion in line with KPI requirements, closing jobs in the system.
• Proactively follow up on engineer reports to identify sales opportunities and additional customer needs – spares, repairs, upgrades, training, maintenance – and ensure these are captured and progressed appropriately.
• Assist in the implementation of service ticketing software, helping to create structure, visibility and traceability for all customer service activity.
• Champion the utilisation of the ERP system, supporting the development of dashboards and reporting tools to monitor service metrics, equipment downtime, and recurring issues
• Complete KPI reports to a daily, weekly and monthly, (including daily performance, non-conformance), developing performance metrics and reporting.
• Collaborate with customers to help analyse equipment data and recommend operational and on-site maintenance improvements.
• Maintain accurate and up-to-date service records and customer files.
• Support the scheduling of preventative maintenance and proactive management of service contracts.
• Maintain customer portals with updated compliance and documentation ahead of site visits as required.
• Support long-term strategies for AI, predictive maintenance, and condition-based monitoring (CBM), helping to futureproof how we serve our customers.
• Undertake any other duties as may be required from time to time as appropriate to the post

Skills and Experience

• Proven experience in a customer service role within a technical or engineering environment.
• Comfortable working with technical details and confident in asking the right questions to understand customer issues clearly.
• Digitally savvy and comfortable using ERP and CRM tools (Epicor and Salesforce experience desirable).
• Strong organisational skills, you enjoy structure, clear processes, and working through complex scheduling challenges.
• Excellent communication skills, written and telephone with the confidence to manage both customers under pressure and engineers with big personalities.
• Resilient, calm under pressure, and able to make good decisions in a fast-paced environment.
• A genuine team player who works well with others and contributes positively to a shared goal.
• A proactive attitude and a genuine desire to deliver outstanding customer service.
• Skilled at building strong relationships across departments and embracing a culture of collaboration and shared visibility.

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