Global Customer Support Manager

Overview

Department: Commercial

Location: Middleton Stoney, United Kingdom

Description

The role of Global Customer Support Manager requires an in-depth working knowledge and understanding of our highly technical products and their applications, but also knowledge of why/how our customers use our products. It is critical that you have a technical/engineering background to be considered for this role. Reporting to the Director of Commercial, the Global Customer Support Manager is responsible for managing the day-to-day operations of the Customer Support team, providing line management to its team members distributed across the OXTS office locations (UK, USA, Germany and China). The Global Customer Support Manager will develop strategies to measure and improve all areas of customer satisfaction, whether this be directly through methods such as improving response times to support tickets or indirectly such as effectively passing customer feedback to other areas of the business such that products or processes can be improved. This role requires frequent international travel.

Responsibilities

• Develop and nurture a high performing, outward facing team of Customer Support professionals who aim to exceed customer expectations; develop a culture of customer advocacy, finding the right response for the customer.
• Build and maintain strong relationships with key accounts across all territories, serving as a trusted advisor and technical consultant to drive long-term success and loyalty.
• Work with the Customer Support Team to offer customized strategies and insights to help customers meet their specific business goals.
• Advocate for any improvements or enhancements based on customer needs and feedback. Stay informed about customer strategic objectives, relevant market conditions in the customers’ industry, and competitive intelligence to identify opportunities and threats.
• Work cross functionally, coordinating with other Departments to improve overall customer experience, by creating processes that always provide the customer a voice within OXTS.
• Collaborate with internal teams to provide technical support, including customer demo\’s, site visits, exhibitions etc, as required.
• Drive and adopt best practices to improve customer satisfaction through effective service delivery.
• Act as a point of escalation for both internal and external stakeholders, taking ownership of issues to ensure a swift response is provided.
• Monitor quality of service, highlighting and acting upon areas of concern to ensure consistent high standards are delivered.
• Collaborate with the Engineering Department, when required to set up handover processes to ensure that the team are trained on forthcoming product releases.
• Collaborate with the Product Department to set up and manage processes whereby customer feedback can be effectively passed through (in a reportable and measurable way) such that OXTS products can be improved.
• Other duties as required.

Qualifications

• Bachelor\’s degree in a technical subject; MBA or equivalent is desirable.
• Strong background in people management across the entire employment journey.
• Self-starter with a commercial mindset that continuously seeks out new opportunities and thrives in selling and negotiating.
• Solid experience with MS Office + CRM system essential.
• Excellent interpersonal skills and attention to detail.
• Strong problem-solving abilities and a strategic mindset.
• Ability to define and implement strategies that improve customer satisfaction and service quality.
• Experience in managing and developing strong relationships with key accounts and global stakeholders.
• A proven track record of achieving revenue generation targets on a limited budget, with a specific focus on generating revenues in new markets.

Benefits

• Discretionary annual profit share bonus
• Holiday entitlement is 27 days plus bank holidays
• 5% employee and 5% employer contributions through our salary sacrifice workplace pension scheme
• Group Income Protection Insurance Scheme
• Death In Service Scheme
• Electric Vehicle Scheme
• Smart casual dress code
• Wellness initiatives