c£30k - £35k neg dep exp + benefits
Location: Cheltenham / Gloucester area
Description: Articulate and enthusiastic Junior Support Manager required to drive and motivate an engineering technical support function within a fast paced technical envionment.
Our client is a global market leader in the provision of highest quality catering infrastructure solutions for supply throughout the world, and due to the imminent retirement of a longstanding and valued member of the team, they are now seeking to recruit a proactive and dynamic Junior Support Manager to complement their established and highly successful support division.
Reporting to the Head of Operations and based near Gloucester, the successful candidate will be responsible for the motivation, drive and direction of a small team of technical and support professionals tasked with ensuring customer requirements are met at all times in an often unpredictable and challenging niche industry sector.
The successful candidate will be responsible for the effective utilisation and performance of the Technical Support team, ensuring they understand and follow required systems and procedures to provide the highest levels of customer support, acting as the point of escalation for the technical support coordinators where required and managing the team workload when appropriate.
Skilled in the coaching and mentoring of staff and able to effectively identify training and development needs in order to improve the performance of both individuals and the team as a whole, you will thrive within a fast-paced environment and will be comfortable in working under pressure to often challenging timescale constraints both autonomously and as part of the team.
Other activities for the role will include receiving breakdown job information from clients and logging the details on the Technical Support IT system, and then (after comprehensive in-house product training) using your product knowledge to assist the client to resolve the issue by phone wherever possible, whilst organising engineers or sub-contract engineers to attend site if required to resolve the issues. You will liaise closely with clients to update them on the engineer’s ETA and access requirements and then once the engineer has attended, making notes on the system with relevant information and updating inventory requirements if the engineers used van stocked components and ordering spare parts if required.
You will also be responsible for arranging exchange items with the Fleet Department and undertaking the organisation of Planned Preventative Maintenance arrangements for the months ahead, and after completion you will check that all jobs have been completed in a timely manner, whilst assessing on a daily basis that the most effective deployment of engineer resources where required is achieved, and will report each month to the Senior Management team on required KPI’s and all Key Account Technical Support activities undertaken.
This is an exceptional opportunity for a driven, focussed and supportive professional seeking to progress their management career within a professional and varied environment, and you will excel in coordinating and motivating your team and ensuring the highest levels of customer satisfaction at all times, and it is envisaged that you will realistically demonstrate at least 2 years previous successful management experience ideally gained within the service and maintenance industry with excellent communication skills at all levels and a high level of IT proficiency across multiple IT systems and platforms.