Technical Support Manager
Location: Midlands / North West based - UK wide travel
Vehicle provided - must be able to travel UK wide
An Energy Management Solutions company is looking for an experienced Technical Support Manager from a hardware background to manage technical support issues and be the first line of contact for incoming support calls.
The team implements and supports a range of monitoring and controls equipment which will monitor usage by an individual circuit on a distribution board, a single-phase machine or appliance asset on a ring main, or a three-phase piece of equipment.
Software then provides real-time feedback / dashboards which allow access to analytical data.
Key Accountabilities:
Ensure the provision and maintenance of a high level of Software / Electrical / Support to Clients. Provide technical support to clients on energy management hardware and software. Plan and implement changes to improve service and operational quality and customer satisfaction. Ensure customer-focused service delivery, contractual and procedural compliance across the contracts. Maintain up-to-date accurate asset management. Manage a team of engineering staff to maintain the sites to contractual and acceptable standards. Manage the engineers' day-to-day work schedules. Oversee staff management including monitoring, induction, and actions where necessary. Ensure records are maintained, up to date, and available. Understand and meet ongoing customer requirements, developing effective working relationships with business partners, suppliers, and subcontractors. Experience Required:
3+ years of experience in technical / customer support management within a technical services or project-based environment. Background in technical service management. Excellent experience in data management. Proven experience in field team management of engineers. Relevant experience and qualifications in electrical systems and installation. Knowledge of Networking Infrastructure and key services such as Switching, Firewalls, VLANs, Wireless, SSL, IPSEC VPNs, DNS, DHCP. Proficiency in Microsoft Office Suite. Strong analytical and problem-solving skills.
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Ensure the provision and maintenance of a high level of Software / Electrical / Support to Clients. Provide technical support to clients on energy management hardware and software. Plan and implement changes to improve service and operational quality and customer satisfaction. Ensure customer-focused service delivery, contractual and procedural compliance across the contracts. Maintain up-to-date accurate asset management. Manage a team of engineering staff to maintain the sites to contractual and acceptable standards. Manage the engineers' day-to-day work schedules. Oversee staff management including monitoring, induction, and actions where necessary. Ensure records are maintained, up to date, and available. Understand and meet ongoing customer requirements, developing effective working relationships with business partners, suppliers, and subcontractors. Experience Required:
3+ years of experience in technical / customer support management within a technical services or project-based environment. Background in technical service management. Excellent experience in data management. Proven experience in field team management of engineers. Relevant experience and qualifications in electrical systems and installation. Knowledge of Networking Infrastructure and key services such as Switching, Firewalls, VLANs, Wireless, SSL, IPSEC VPNs, DNS, DHCP. Proficiency in Microsoft Office Suite. Strong analytical and problem-solving skills.
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