Job vacancy - Technical Support Lead (Team lead)

Position: Technical Support Lead (Team lead)
Reference: HLacs1174
Location: Shrewsbury
Salary: £50,000 - £60,000 per annum

We are now looking for a Remote Monitoring Team Lead who will lead the Digital Services global support team. This includes leading the team and participating in day-to-day activities in monitoring incoming alerts, performing diagnostics and notify the appropriate stakeholders. You'll be responsible for the technical documentation, technical service and support. Remote monitoring team is responsible for the monitoring itself, the remote diagnostics, and then to create actionable recommendations for solving the customer's issues.

Main tasks and responsibilities

  • Work with local Customer Service Centers to provide a seamless customer experience from recommendation to resolution
  • Help customers and partners to reduce owning and operating costs and improve equipment availability
  • Provide a high level of customer experience associated to Condition Monitoring to ensure customers renew agreements and receive value from investments made
  • Be the focal point of contact for the distributed remote monitoring specialists located in the different markets
  • Perform remote monitoring for customers fleet in terms of telemetry, maintenance, logistics data to ensure the optimal performance of the fleet
  • Drive continuous process implementation and improvement actions
  • Collaborate on the continuous development of the Uptime (remote monitoring) solution and participate in various activities contributing to the solutions success
  • Make use of our data, i.e. gather and combine multiple data sources for data analysis and propose and collaborate with the data team on implementation

What you'll need to succeed

  • Bachelor/Master degree in mechanical, electrical, sustainability Engineering or similar field
  • Experience of remote monitoring/ service and maintenance, preferably in a heavy equipment domain
  • Experience & knowledge on heavy machinery maintenance diagnostic, problems solving and troubleshooting
  • Experience on customer services: focus and interest on developing customer experience and relationships
  • Great communication and organisational skills. Previous team-leading experience is a plus
  • Interpreting results from complex technical analyses and present results in a form that is understood and actionable by operations, product or marketing stakeholders
  • Experience from machine telemetry solutions (Edge gateways, control system, M2M connectivity) is a plus

You will be part of

We offer you a position in a global organisation where you are challenged with interesting and diverse tasks. These tasks will provide a great opportunity for you to grow professionally.

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