At a Glance
- Tasks: Lead a team to ensure our marine surveillance systems run smoothly and efficiently.
- Company: Join SRT Marine Systems, a leader in marine technology with a global impact.
- Benefits: Enjoy a competitive salary, generous leave, and career development opportunities.
- Other info: Flexible hybrid working and a dynamic, fast-paced environment await you.
- Why this job: Make a real difference in maritime safety while working with cutting-edge technology.
- Qualifications: Strong IT infrastructure knowledge and problem-solving skills required.
The predicted salary is between 60000 - 75000 £ per year.
SRT Marine Systems plc (SRT) are a market leader in the domain of international marine surveillance technology and systems. We are a respected, established, and ambitious multi-national company headquartered in the UK with a global customer base. The company has a worldwide impact in the marine sector by leading the next generation of maritime domain awareness technologies (MDA), products, and systems that significantly enhance security, safety, environmental protection, and sustainability. Our customers range from the largest national coast guards to individual vessel owners.
SRT is an exciting company where high-quality results are rewarded. We are ambitious and constantly seek to innovate in order to deliver better products and services to our customers. We strive to make SRT a rewarding and challenging place to work, where talented, hard-working individuals have the opportunity to make a real impact across the marine industry.
The SRT MDA system is a sophisticated integrated IT system built around our proprietary GeoVS software, which is fully installed and operated on our customers' premises. It is constantly used for mission-critical activities that vary from detection of smuggling to marine safety.
The Technical Manager - Customer Support will be responsible for ensuring that our mission-critical MDA systems in active use by our customers are operating reliably and properly and that any reported issues – or those identified through our own monitoring activities – are rapidly investigated, diagnosed, and resolved. As the front-line support for our systems and the point of first contact for our customers, this is a dynamic, fast-paced, and interesting role for an individual who is extremely inquisitive and technically talented.
As our Technical Manager - Customer Support, you will not only be extremely hands-on but also manage a small team of technicians who will support the customers' own system support teams. The diversity of our systems and customers means the role will suit an ambitious person who has a deep IT system and/or system engineering background coupled with a highly inquisitive nature, who likes to diagnose root causes and define and implement solutions quickly. You will become the expert on each system and its setup and be the go-to person within SRT Customer Support!
The role of Technical Manager - Customer Support is based from our Bristol office with some flexibility for hybrid working. Our office is based in Bristol City Centre and is therefore easily commutable.
Responsibilities – Technical Manager – Customer Support (not exhaustive)
- Technical Leadership & System Expertise
- Become the CST technical authority on the MDA system
- GeoVS software architecture and functionality
- System data sources, sensor integration (AIS, radar, satellite, cameras, radio, etc.)
- Network infrastructure, server environments, virtualisation, interfaces, and data pipelines
- Translate complex technical concepts into clear guidance for CST engineers, customers, and cross-functional teams
- Own and maintain CST technical documentation, troubleshooting, and diagnostic frameworks
- Advanced Problem-Solving Ownership
- Lead and drive problem solving for all system issues
- Ensure issues are not closed until true root cause is identified (not a symptom or assumption)
- Corrective actions are verified as effective and preventative actions are implemented and documented
- Lead, coach and guide other CST engineers and technicians
- Continuous Improvement & Quality Assurance
- Analyse trends across tickets, events, and sensor/system performance to identify recurring patterns and systemic weaknesses
- Drive initiatives to improve system uptime and reliability, data quality, installation and configuration standards, and recommend and initiate improvements in process, documentation, and training
Skills & Experience
- Strong understanding of IT infrastructure: networks, firewalls, VLANs, servers, virtualisation, storage
- Experience diagnosing and resolving issues on complex integrated professional IT systems
- Ability to interpret system logs, data flows, and performance metrics
- Strong analytical mindset with the ability to track, record, diagnose and resolve complex technical issues and eliminate recurrence
About You!
- Technically curious and self-driven to understand why systems behave as they do!
- Comfortable in both hands-on diagnostics and strategic-level system analysis
- Willing to be included in our 24/7 on-call rota system
- Calm, structured approach during high-pressure incidents in an extremely fast-paced engineering sector
Benefits of the Technical Manager - Customer Support
- Highly Competitive Salary
- Matched company pension contributions up to 5%
- 25 days annual leave rising to 28 days with service
- Career development opportunities
- Company 'Get to know you' days
SRT Marine Systems plc are an equal-opportunity employer. We are committed to creating an inclusive working environment for all employees and actively encourage applications from all sectors of the community.
Technical Manager - Customer Support in City in York employer: SRT Marine Systems plc
SRT Marine Systems plc is an exceptional employer, offering a dynamic and innovative work environment in the heart of Bristol. With a strong commitment to employee growth, we provide career development opportunities, competitive salaries, and a supportive culture that values high-quality results and teamwork. Our inclusive workplace encourages talented individuals to make a meaningful impact in the marine industry while enjoying the benefits of flexible working arrangements and a vibrant city location.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Manager - Customer Support in City in York
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SRT Marine Systems plc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SRT Marine Systems plc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Manager - Customer Support in City in York
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SRT Marine Systems plc:Your cover letter is your chance to shine! Tell us why you want to work at SRT Marine Systems plc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SRT Marine Systems plc!
How to prepare for a job interview at SRT Marine Systems plc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
