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- Tasks: Lead a dynamic Technical Support Team and resolve customer queries efficiently.
- Company: Join KOREC, a leader in geospatial technology with a commitment to inclusivity.
- Benefits: Enjoy a competitive salary, bonus scheme, company car, and 23 days holiday.
- Why this job: Make a real impact by enhancing customer support and driving technical excellence.
- Qualifications: Experience in geospatial/survey industry and strong leadership skills required.
- Other info: Ongoing training and development opportunities in a supportive environment.
The predicted salary is between 36000 - 60000 £ per year.
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.
- Attend and/or deliver internal training sessions to improve team capability and consistency.
- General
- Carry out other duties and tasks as required.
- Comply with Health & Safety regulations to safeguard the interests of the business, our people and customers.
KPIs (TBC)
- Ticket response and resolution metrics (as per current support targets).
- Customer satisfaction score (CSAT) and consistent improvement over time.
- Reduction in repeat tickets through knowledge base improvements and proactive issue management.
Requirements
- Experience in the geospatial/survey industry is essential.
- Strong working knowledge of surveying and positioning technologies (e.g., GNSS/GPS, total stations, laser scanning and associated software).
- Proven experience leading or supervising a technical support/service desk team.
- Confident communicating technical solutions to both technical and non-technical users.
- Strong organisational skills with the ability to manage priorities and escalations.
Why Join Us?
At KOREC, we are committed to developing and promoting inclusive behaviours that create and sustain equality of opportunity, fairness, dignity, and mutual respect for all.
We offer:
- Tailored induction and ongoing training and development.
- Competitive basic salary coupled with bonus scheme.
- Company car and fuel card for enhanced mobility.
- 23 days’ holiday.
Geospatial Technical Support Manager in Liverpool employer: The Survey Association
Contact Detail:
The Survey Association Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Geospatial Technical Support Manager in Liverpool
✨Tip Number 1
Network like a pro! Reach out to people in the geospatial industry on LinkedIn or at local events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to technical support and customer service. We recommend role-playing with a friend to get comfortable explaining complex solutions in simple terms.
✨Tip Number 3
Showcase your expertise! Create a portfolio of your past projects or experiences that highlight your skills in geospatial technologies. This can really set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Geospatial Technical Support Manager in Liverpool
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Geospatial Technical Support Manager. Highlight your experience in the geospatial/survey industry and any leadership roles you've had. We want to see how your skills match up 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 this role and how your background makes you the perfect fit. Don’t forget to mention your experience with technical support and customer service, as these are key for us.
Showcase Your Technical Skills: Since this role involves a lot of technical troubleshooting, make sure to include specific examples of your experience with surveying technologies like GNSS/GPS or total stations. We love seeing real-world applications of your skills!
Apply Through Our Website: We encourage you to apply through our website for a smoother 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 to join our team!
How to prepare for a job interview at The Survey Association
✨Know Your Geospatial Stuff
Make sure you brush up on your knowledge of surveying and positioning technologies like GNSS/GPS and total stations. Being able to discuss these confidently will show that you’re not just familiar with the industry, but that you can also communicate technical solutions effectively.
✨Showcase Your Leadership Skills
Since this role involves leading a technical support team, be prepared to share examples of how you've successfully managed teams in the past. Talk about how you’ve handled escalations or complex queries, and highlight any improvements you’ve made to support processes.
✨Demonstrate Customer-Centric Thinking
This position is all about customer service, so think of specific instances where you’ve gone above and beyond for a customer. Be ready to discuss how you ensure clear communication and practical solutions, especially for high-value clients.
✨Prepare for Cross-Functional Collaboration
You’ll need to work closely with various teams, so it’s important to show that you can collaborate effectively. Think of examples where you’ve liaised with sales, operations, or product specialists to enhance customer support and share best practices.
