At a Glance
- Tasks: Lead a dynamic team in providing top-notch technical support for innovative transport systems.
- Company: Join a leading manufacturer in the public transport industry with a friendly culture.
- Benefits: Enjoy a competitive salary, generous leave, private medical insurance, and a performance bonus.
- Other info: Opportunities for international travel and career growth in a collaborative environment.
- Why this job: Be at the forefront of technological change while making a real impact on customer satisfaction.
- Qualifications: Experience in technical support and strong leadership skills are essential.
- Job
- Title: Technical Support & Service
- Manager
- Sussex
Salary: £40 - £50k plus discretionary company performance bonus Working pattern: Full-time, office-based, five days per week; UK site visits and occasional international travel Our Client is a worldwide, leading manufacturer of passenger information systems for the public transport industry.
All design and development, and the majority of production, is carried out at our head office in East Sussex.
With a great friendly open environment in our Technical Support department and are looking for talented professionals to join us at an exciting time of growth and technological and organisational change.
Brief Summary Our client have experienced significant growth over the past three years, increasing both the size of our customer base and the range and complexity of the products and services we support.
As our hardware, software and connected systems continue to evolve, we are looking for a talented Technical Support & Service Manager to lead our UK Technical Support team during an exciting period of growth, technological change and continuous improvement.
The successful candidate will lead a team of approximately eight Support Engineers, supporting both hardware and software across our UK customer base, while also providing technical escalation support for international customers when required.
We are looking for someone with strong technical aptitude and the motivation to develop an in-depth understanding of our products, software, systems and processes.
The successful candidate will provide credible, hands-on technical leadership, support the investigation of complex and recurring issues, and ensure the team delivers a consistent, responsive and customer-focused service.
Reporting to the Head of Account Management, this is a full-time, office-based role at our Lewes head office, five days per week.
The successful candidate will work closely with the newly established Account Management team and other departments to improve coordination, customer satisfaction and the overall customer experience.
UK customer site visits and occasional international travel will also be required Requirements - Manage the UK Technical Support team of approximately eight Support Engineers, including planning workload and priorities. - Build a strong working knowledge of our hardware, software, connected systems and support processes. - Provide hands-on technical guidance and take ownership of complex or recurring customer issues. - Oversee the diagnosis of hardware, software, configuration, installation and networking faults. - Analyse the company’s UK support requirements, both short and long term, and recommend changes or improvements where necessary. - Review existing department processes for customer response and servicing, identifying opportunities to improve efficiency and service quality. - Review warranty and repair processes, alongside call-out, installation and servicing practices and charges. - Ensure customer queries, feedback and complaints are addressed effectively and progressed through the ticketing system. - Manage installation and retrofit projects, including site visits, on-bus installation work, commissioning and customer training. - Identify recurring issues and ensure appropriate root-cause analysis and corrective action are coordinated with the relevant departments. - Monitor team performance, ticket progress, recurring faults and customer risks, taking action where required. - Ensure Support team members receive appropriate technical training, and oversee recruitment and development within the department. - Work closely with Technical, Software, Engineering, Production, Repairs, Sales, Finance and Account Management to resolve issues and achieve company objectives. - Work closely with our customers to ensure their requirements are understood and addressed in a timely manner. - Act as the escalation point for occasional technical queries from customers outside the UK. - Maintain a safe and secure working environment for the Technical Support team Essential Skills - Previous experience managing a team in a dynamic, customer-facing technical environment - Experience working in a technical support, engineering, field service, systems support or similarly technical environment. - Strong technical aptitude and the ability to develop an in-depth understanding of our hardware, software and connected systems. - A practical understanding of networking and connected systems, including IP addressing, Ethernet, routers, mobile communications and remote connectivity. - Strong analytical and structured problem-solving skills, with experience investigating complex or recurring technical issues. - Experience managing complex customer issues and communicating confidently with customers and internal stakeholders at all levels. - The ability to remain technically involved while managing team workload, priorities and performance. - Previous experience using a ticketing-style support system. - Good technical knowledge, supported by a relevant qualification or equivalent practical experience in engineering, electronics, or a related discipline. - A proactive and flexible approach to problem-solving, with strong planning and organisational skills. - Excellent communication skills, both written and verbal. - A collaborative approach and the ability to work effectively across departments. - High level of familiarity with Windows and the Microsoft Office Suite. - Willingness to travel occasionally within the UK and overseas.
- Desired Skills
- Experience within the public transport, automotive, manufacturing, electronics or vehicle-technology industries.
- A background in electronics, electrical engineering, automotive engineering or another relevant engineering discipline.
- Experience with vehicle electrical systems, wiring diagrams, installation or commissioning.
- Knowledge of serial communications, including RS232 and RS485.
- Knowledge of networking and connected systems, including Ethernet, IP addressing, routers, mobile communications, SIM connectivity and remote device-management systems.
- Experience delivering technical training or developing technical support documentation.
- Experience managing installations, retrofit programmes or field-service activity.
- Experience with maintenance and support contracts.
- Foreign-language skills would be beneficial but are not essential. What you’re expected to do
- Oversee the response to and resolution of customers’ technical queries, becoming directly involved in complex or escalated issues when required.
- Plan the workload and priorities of the UK Technical Support team and monitor day-to-day performance.
- Provide hands-on technical guidance and support the investigation of complex or recurring issues.
- Ensure customer queries are accurately logged, prioritised, monitored and progressed through the ticketing system.
- Diagnose and coordinate the resolution of hardware, software, configuration, installation and connectivity issues.
- Identify recurring issues and coordinate root-cause investigations and corrective actions with the relevant departments.
- Manage installation and retrofit projects, including scheduling site visits, on-bus installation work, commissioning and customer training.
- Work with Technical, Software and Engineering teams to investigate product defects and recurring technical issues.
- Monitor support performance, including response times, ticket ageing, escalations and recurring customer issues.
- Analyse repair, warranty, support and financial data to identify trends and recommend improvements.
- Review and improve departmental processes, technical documentation, troubleshooting guidance and escalation routes.
- Ensure technical knowledge and support procedures are documented and shared effectively within the team.
- Recruit, train and develop UK Support Engineers, identifying and addressing technical skills gaps.
- Provide occasional technical guidance and escalation support to customers, subsidiaries and agents outside the UK.
- Coordinate with Account Management, Production, Repairs, Sales, Finance and other departments on customer issues and cross-functional initiatives.
- Support the review and development of maintenance and service contracts.
- Carry out any other duties reasonably required by the Head of Account Management.
Employee Benefits - Competitive Salary - 25 days annual leave increasing with length of service up to a maximum of 30 days, plus bank holidays - Private Medical Insurance - 6% Employer Pension Contribution - Employee Assistance Programme - Discretionary Company Performance Bonus - Long Service Employee Recognition Scheme - Enhanced Family Leave - Company Events TPA Recruit is a specialist recruitment agency acting on behalf of our client to source and assess suitable candidates for this position.
All applications will be reviewed and processed by our team, who will liaise directly with shortlisted individuals throughout the hiring process
Technical Support & Service Manager in Lewes employer: Terry Parris Associates
Join a forward-thinking engineering team as a Lead Design Engineer in Marden, where you will have the opportunity to make a significant impact on our innovative truck-mounted sweeper product range. We pride ourselves on a flexible working culture that fosters collaboration and personal growth, offering hands-on involvement in design and prototype development while supporting your professional advancement through mentorship and training opportunities. With a commitment to quality and teamwork, we ensure that every employee's contributions are recognised and valued, making this an excellent place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support & Service Manager in Lewes
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Terry Parris Associates. 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 Terry Parris Associates 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 Support & Service Manager in Lewes
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 Terry Parris Associates:Your cover letter is your chance to shine! Tell us why you want to work at Terry Parris Associates 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 Terry Parris Associates!
How to prepare for a job interview at Terry Parris Associates
✨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.
