Job vacancy - UK Technical Support Manager

Position: UK Technical Support Manager
Reference: HLacs779
Location: Lewes
Salary: Dependent on experience

The UK Technical Support Engineer will be expected to introduce two important new working practices for the company; set up an efficient ticketing system to streamline the support process and provide visibility to the rest of the business. You will work with other departments (operations, repairs, sales, finance) to analyse repairs and warranty data and financial costs and income and establish the business case for the introduction of maintenance support contracts. You will report directly to the Global Technical Sales and Support Manager and your role will involve close co-ordination with all other business departments.

  • To manage the UK technical support team, including assisting them with the planning of work and priorities where necessary
  • To analyse the company's UK support requirements (such as a support ticketing system), both short and long term and to recommend changes / upgrades as necessary
  • Review existing department processes in terms of customer response and servicing for any efficiency improvements
  • Review warranty and repairs processes, as well as call-out, installation and servicing practices and charges and make recommendations for improvements (inc potential introduction of maintenance support contracts)
  • To oversee UK technical support staff to ensure they are performing effectively and efficiently
  • To maintain a safe and secure working environment for all UK technical support staff working both in the office and remotely
  • Ensure all technical support staff are provided with adequate training to perform their daily tasks, as well as oversee the recruitment of new technical support staff members
  • To address customer queries, feedback and complaints
  • To work productively with other staff in the mutual achievement of company goals
  • Working closely with customers to ensure all customer requirements are met on time

To be successful in this role of UK Technical Support Engineer we would love to speak to anyone who has experience of:

  • Previous experience in managing a team of people in a dynamic customer-facing environment
  • Previous experience in a managerial role dealing directly with customers and colleagues at both senior and junior levels
  • Experience in departmental budget control and financial oversight
  • Previous experience with maintenance and support contracts
  • Previous experience in creating and / or using a ticketing-style support system
  • Good technical knowledge, educated to degree level or equivalent in electronics or related discipline
  • Holds a full clean UK driving license
  • Willing to travel globally if required
  • Knowledge and use of serial communication standards and protocols
  • Experience in electrical and electronic system design (e.g. circuit diagrams, wiring)
  • Experience in serial communication (e.g. RS232, RS485 etc) and Ethernet networking protocols.
  • Foreign language skills beneficial
  • Previous experience in public transport and / or manufacturing industries

ACS are recruiting for a UK Technical Support Engineer. If you feel that you have the skills and experience required in this advertisement to be a UK Technical Support Engineer, please submit your CV including an outline of your experience as a UK Technical Support Engineer. It is always a good idea to include a covering letter outlining your experience as a UK Technical Support Engineer with your application as this will enhance your chances of selection and improve your prospects of landing the UK Technical Support Engineer role you desire.