Technical Support Manager – Engineering Products

Job Title: Technical Support Manager

Location: Nottingham/Derby

Salary: £35,000 – £40,000 per annum

Job Type: 37 hours per week – 8.00am to 4.30pm Mon-Thurs (30 mins lunch), 8.00am to 1.00pm Fri (no lunchbreak)

TecQuipment is the leading provider of high-quality educational equipment for engineering disciplines. The company’s laboratory products are used by students and educators across the world, in over 1500 establishments in more than 100 countries.

The role:

An exciting opportunity has arisen for a Technical Support Manager to work within an innovative and award-winning company operating on a global scale.

As a customer-focussed company the Technical Support position sits within the Sales & Marketing environment. Working both directly with customers and with an extensive network of specialist local Partners, this role plays a key part in the company’s success. Close cooperation with the Installation, Training and Commissioning Manager is required to optimise the delivery of the worldwide technical support operation.

Key Responsibilities and Accountabilities:

1. To work with the Installation Training and Commissioning Manager to optimise allocation of pre- and post-sales technical support resources
   1. This will include being available for UK / Overseas installation, commissioning, and training on a regular basis.
2. Receipt and logging of support enquiries through all channels i.e. sales managers, local Partners, Direct from customer.
3. Prioritisation of support enquiries to meet business needs
4. Interpret the nature of the enquiry then refer to drawings, circuit diagrams, BoMs, historical records and technical manuals and provide a suitable solution.
   1. Provide first line diagnosis on product faults and liaise with the appropriate departments as necessary to provide the most efficient response for the customer.
5. Provide regular statistical analysis on activity, feeding back to the various departments via ISO compliant procedures.
6. Provide monthly report of observed faults and quality issues to the Sales & Marketing Director and Technical Director
7. Provide product training internally and to customers and Partners as necessary.
8. Liaise with the Regional Sales Managers to ensure the activity improves the customer experience of purchasing and using TecQuipment products.
9. Ensure the activity is managed on a profitable basis.
10. Ensure the activity is run on a continuous improvement culture.
11. To consistently strive to improve quality in all daily processes.

Essential

• Highly technically literate
• Customer facing experience
• Good attention to detail
• Ability to be flexible and adaptable

Desirable

• Degree in an engineering/technical discipline
• Previous experience in a technical support role for instrumentation manufacturer/supplier
• Experience writing technical content to support marketing activities

Benefits:

• 26 days Holiday + Bank Holidays.
• Pension
• Life assurance
• Generous holiday entitlement
• Clean working environment
• Free parking

Please note:

Please click the APPLY button and to submit your CV and Cover Letter.

Candidates with experience or relevant job titles of; Sales Helpdesk Assistant, Service Desk Technician, Marketing Support, Junior Sales Support Technician, Marketing Line Support, 1st Line Helpdesk Engineer, Client Support Assistant, System Support may also be considered for this role.