Job Advert
At the heart of KeTech is driving innovation in the rail and transport sector; we achieve this by continually evaluating new and emerging technology stacks - we don't stand still, and we want a team of people who aren't afraid to suggest something new and get involved with the full development lifecycle.
Our systems connect and manage content for anything from displays on trains and platforms, train operator control centres, driver advisory systems, to train signalling systems and everything in between. With expertise in customer information software and electronics we are uniquely placed to offer end to end solutions from platform to train.
Overview:
The role of the Support Manager is a component of the Operational Delivery team and exists to ensure the timely delivery of client contracts against agreed service level agreements (SLAs) whilst forming excellent relationships with our Customers and effectively and efficiently managing the support team to provide a 5* service. Role & Responsibilities:
Team Leadership & Development:
Manage and support team members, including performance, recruitment, and training. Foster growth within the team to build skills and meet departmental objectives. Customer Technical Support:
Handle and delegate incoming technical support calls and emails. Lead the support team in providing effective support and in capturing and reporting faults/issues for the support and maintenance contracts. Troubleshoot and resolve customer issues with technical expertise and clarity. Deliver exceptional customer service across all interactions. Product & Knowledge Management:
Maintain and update technical support materials. Develop and implement team processes, training, and KPIs for continuous improvement. Responsible for service and support projects budget management, including full profit & loss responsibility and ensuring invoicing milestones are met in accordance with the agreed schedule. Relationship Building:
Establish strong relationships with customers and internal teams to ensure alignment on technical needs and expectations. Essential Skills & Experience:
Minimum 3 years in a technical customer support role with leadership experience. High level of computer literacy. Excellent verbal and written communication skills. Strong decision-making ability, especially under pressure. Organizational skills and attention to detail in managing multiple tasks. A proactive and adaptable approach to changing priorities and business needs. Package:
Competitive salary. Excellent benefits. Hybrid working. For more information contact: Jessica Wilson HR Manager Email: Jessica.wilson@ketech.com
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The role of the Support Manager is a component of the Operational Delivery team and exists to ensure the timely delivery of client contracts against agreed service level agreements (SLAs) whilst forming excellent relationships with our Customers and effectively and efficiently managing the support team to provide a 5* service. Role & Responsibilities:
Team Leadership & Development:
Manage and support team members, including performance, recruitment, and training. Foster growth within the team to build skills and meet departmental objectives. Customer Technical Support:
Handle and delegate incoming technical support calls and emails. Lead the support team in providing effective support and in capturing and reporting faults/issues for the support and maintenance contracts. Troubleshoot and resolve customer issues with technical expertise and clarity. Deliver exceptional customer service across all interactions. Product & Knowledge Management:
Maintain and update technical support materials. Develop and implement team processes, training, and KPIs for continuous improvement. Responsible for service and support projects budget management, including full profit & loss responsibility and ensuring invoicing milestones are met in accordance with the agreed schedule. Relationship Building:
Establish strong relationships with customers and internal teams to ensure alignment on technical needs and expectations. Essential Skills & Experience:
Minimum 3 years in a technical customer support role with leadership experience. High level of computer literacy. Excellent verbal and written communication skills. Strong decision-making ability, especially under pressure. Organizational skills and attention to detail in managing multiple tasks. A proactive and adaptable approach to changing priorities and business needs. Package:
Competitive salary. Excellent benefits. Hybrid working. For more information contact: Jessica Wilson HR Manager Email: Jessica.wilson@ketech.com
#J-18808-Ljbffr
