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- Tasks: Lead a dynamic Technical Support Team, ensuring top-notch customer service and technical support.
- Company: Join KOREC, a leader in geospatial technology with a focus on innovation.
- Benefits: Enjoy competitive pay, flexible working, and opportunities for professional growth.
- Why this job: Make a real difference by helping customers maximise their investment in cutting-edge technology.
- Qualifications: Experience in technical support and strong leadership skills are essential.
- Other info: Collaborative environment with opportunities for site visits and team development.
The predicted salary is between 36000 - 60000 £ per year.
To lead and manage the UK office-based Technical Support Team, ensuring KOREC customers across the UK & Ireland receive accurate, practical and timely support via phone and email. KOREC supports customers working in the geospatial, surveying, engineering and construction sectors, using technologies such as GNSS, total stations, scanning, mapping solutions, monitoring, machine control and associated software platforms. This role ensures our support function delivers an excellent customer experience, reduces downtime and helps customers get the most from their investment. The role will also support the development and sharing of technical reference materials (guides, videos, FAQs, knowledge articles, white papers, etc.) for both internal teams and customers via the KOREC Knowledge Base. In addition, the role will help strengthen the technical knowledge and capability of the Operations Team in Huntingdon through collaboration, coaching and regular site visits.
Location: Liverpool office-based, 5 days per week (with flexibility to attend other company or customer locations as required).
Responsibilities
- Technical Support Leadership & Customer Service
- Lead the Technical Support Team to ensure incoming customer enquiries are responded to quickly and resolved efficiently.
- Monitor the age, allocation and quality of support tickets, with particular focus on high-value and strategic customers.
- Ensure clear, accurate and complete ticket records are maintained in HappyFox, including troubleshooting steps and outcomes.
- Support the team in handling escalations and complex technical queries when required.
- Maintain high standards of customer communication, ensuring solutions are clear, practical and professional.
- Process, Systems & Reporting
- Ensure customer contact details are checked and updated in Pipedrive CRM.
- Track recurring issues, identify root causes and work with internal teams to reduce repeat support requests.
- Contribute to the definition and improvement of support KPIs (e.g., response time, resolution time, customer satisfaction).
- Cross-Functional Collaboration
- Work closely with Sales, Service, Operations, Hire, and Product/Technical Specialists to ensure joined-up customer support.
- Liaise with the wider KOREC support network to share best practice, technical updates and troubleshooting guidance.
- Visit Huntingdon regularly to support and upskill the Operations Team, improving product knowledge and first-time fix rates.
- Knowledge Base & Technical Content
- Source and share technical reference materials useful to colleagues and customers (documents, videos, quick guides, etc.).
- Create and maintain customer-facing and internal knowledge base articles.
- Research and write user guides, troubleshooting documents and “how-to” resources (or videos where appropriate).
- Assist with the creation and compilation of training materials and technical documentation.
- Technical Troubleshooting
- Conduct hardware and software diagnostics and troubleshooting, including escalation to suppliers/manufacturers where required.
- Stay up to date with KOREC’s core product portfolio through self-study and formal training.
Geospatial Technical Support Manager in Liverpool employer: KOREC Group
Contact Detail:
KOREC Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Geospatial Technical Support Manager in Liverpool
✨Tip Number 1
Get to know the company inside out! Research KOREC's products and services, especially in geospatial tech. This will help you speak their language during interviews and show that you're genuinely interested.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky technical questions! Brush up on your troubleshooting skills and be ready to discuss how you've handled complex queries in the past. Show them you can keep cool under pressure.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. It shows your enthusiasm for the role and keeps you fresh in their minds.
We think you need these skills to ace Geospatial Technical Support Manager in Liverpool
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Geospatial Technical Support Manager role. Highlight your experience in leading technical support teams and your knowledge of geospatial technologies. We want to see how you can bring value to our customers!
Showcase Your Customer Service Skills: In your application, emphasise your ability to provide excellent customer service. Share examples of how you've resolved complex technical queries or improved customer satisfaction in previous roles. We love candidates who can keep our customers happy!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where necessary to make your skills and experiences stand out. We appreciate straightforward communication, just like we aim to provide to our customers!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at KOREC Group
✨Know Your Tech Inside Out
Make sure you’re well-versed in the technologies mentioned in the job description, like GNSS and total stations. Brush up on your technical knowledge and be ready to discuss how you've used these tools in past roles.
✨Showcase Your Customer Service Skills
Prepare examples of how you've handled customer inquiries and resolved issues efficiently. Highlight your ability to maintain clear communication and provide practical solutions, as this is key for the role.
✨Demonstrate Leadership Experience
Think of instances where you've led a team or project. Be ready to discuss how you motivated others, managed escalations, and ensured high standards of service, as leadership is a crucial part of this position.
✨Prepare for Cross-Functional Collaboration
Familiarise yourself with how different departments work together. Be prepared to discuss how you would liaise with Sales, Operations, and other teams to enhance customer support and share best practices.
