Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a team to deliver top-notch technical support and enhance customer experiences.
- Company: Join a forward-thinking company in the IoT and energy technology sector.
- Benefits: Enjoy a competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Make a real difference by improving customer satisfaction and driving product innovation.
- Qualifications: 5+ years in technical support or customer experience, ideally in IoT or smart technology.
- Other info: Dynamic role with a focus on leadership and customer success in a fast-paced environment.
The predicted salary is between 36000 - 60000 £ per year.
Location: UK HQ (Loughborough) or hybrid
Reports To: Director – Product Sales
Job Type: Full-Time
Position Overview
We are seeking a dynamic Technical Support & Customer Experience Manager to lead our support and customer success initiatives. This role combines technical expertise with leadership, focusing on delivering exceptional customer experiences, resolving technical issues, and enabling our clients to maximise the value of our IoT solutions. You will oversee a team of support engineers, coordinate cross-functional problem‐solving, and ensure our support processes align with customer expectations and business goals.
Key Responsibilities
- Lead, mentor and manage the technical support, training and customer experience team, fostering a high‐performance, customer‐centric culture.
- Act as the primary escalation point for complex technical issues related to our range of IoT products.
- Develop, implement, and continuously improve technical support workflows, tools, and knowledge bases.
- Partner with sales, product management and engineering teams to address customer feedback and drive product improvements.
- Ensure timely and effective resolution of customer inquiries via phone, email and digital support channels.
- Track and analyse customer support metrics, generating insights to improve satisfaction and operational efficiency.
- Develop training programs and resources to ensure team members are knowledgeable about product features, system integrations and industry best practices.
- Champion a proactive approach to customer experience, identifying opportunities to enhance client satisfaction and retention.
- Support onboarding of new customers, ensuring smooth integration of customers into training programmes and support structures.
- Maintain a deep understanding of industry trends, competitor products, and customer needs to inform strategic decisions.
Qualifications
- Bachelor's degree in Engineering, Information Technology or a related field (or equivalent experience).
- 5+ years of experience in technical support or customer experience management, preferably in IoT, building management systems, HVAC, or smart building technology.
- Strong understanding of IoT devices, networking, cloud platforms and building automation systems.
- Excellent leadership, coaching and team development skills.
- Demonstrated ability to handle complex technical issues and communicate solutions clearly to both technical and non-technical stakeholders.
- Experience with CRM, ticketing systems and customer success platforms.
- Exceptional problem‐solving, organisational and analytical skills.
- Customer‐focused mindset with a passion for delivering outstanding experiences.
Preferred
- Experience in a B2B distribution or reseller environment.
- Familiarity with energy management, HVAC protocols (BACnet, Modbus), and smart building standards.
Seniority level: Associate
Employment type: Full-time
Job function: Information Technology and Customer Service
Industries: Energy Technology and HVAC and Refrigeration Equipment Manufacturing
Technical Support Manager in Loughborough employer: Forest Rock
Contact Detail:
Forest Rock Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Manager in Loughborough
✨Tip Number 1
Don't just apply and wait! Reach out directly to the job poster on LinkedIn or through their company page. A quick message expressing your enthusiasm can make you stand out from the crowd.
✨Tip Number 2
Prepare for a chat! If you get a response, be ready to discuss your experience with IoT solutions and how you've tackled complex technical issues in the past. Show them you're not just a resume, but a real person with valuable insights.
✨Tip Number 3
Leverage your network! If you know someone at Forest Rock or in the industry, ask for an introduction. A referral can give you a leg up and show that you’re serious about the role.
✨Tip Number 4
Keep an eye on our website for updates! We often post tips and resources that can help you ace your interview and land that Technical Support Manager position. Stay informed and ready!
We think you need these skills to ace Technical Support Manager in Loughborough
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Technical Support Manager role. Highlight your experience in technical support and customer experience management, especially in IoT or related fields. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer experience and how you can lead our support team. Be sure to mention any specific achievements that demonstrate your leadership and problem-solving skills.
Showcase Your Technical Skills: Since this role involves a lot of technical know-how, make sure to showcase your understanding of IoT devices, networking, and cloud platforms. We love seeing candidates who can communicate complex technical issues clearly, so don’t hold back!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Forest Rock
✨Know Your Tech Inside Out
As a Technical Support Manager, you’ll need to demonstrate a solid understanding of IoT devices and related technologies. Brush up on the specifics of the products you'll be supporting, including networking and cloud platforms. Be ready to discuss how you've resolved complex technical issues in the past.
✨Showcase Your Leadership Skills
This role requires strong leadership abilities, so prepare examples that highlight your experience in managing and mentoring teams. Think about times when you fostered a customer-centric culture or improved team performance. Be ready to explain your approach to developing training programs for your team.
✨Understand Customer Needs
Demonstrating a customer-focused mindset is crucial. Research the company’s customer base and think about how you can enhance their experience. Prepare to discuss how you’ve previously gathered and acted on customer feedback to drive product improvements or resolve issues.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Practice articulating your thought process when faced with complex technical challenges. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
