After Sales Support Manager Permanent – Full timeEast Sussex Our client are proud to have a friendly open environment in our Development department and are looking for talented professionals to join us at an exciting time of growth and technological & organisational change.After Sales Support Manager will receive a competitive salary, including contributory pension scheme, private medical insurance and a minimum of 23 days holiday per annum. Our client offer a long service scheme with your holiday increasing to a maximum of 28 days per annum.Reporting directly to the Global Technical Sales and Support Manager and your role will involve close co-ordination with all other business departments.You will be managing a team of 10 technical support staff with a client base of close to 1,000 customers. The primary day-to-day responsibilities will be working with the team to respond to our customer’s technical questions, managing installations & retrofits and issues generally via telephone and/or email but with customer site visits also required. Key Objectives

To manage the UK technical support team, including assisting them with planning of work and priorities where necessary.
To analyse the company’s UK support requirements 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
To ensure all technical support staff are provided with adequate training to perform their daily tasks, as well as overseeing the recruitment of new technical support staff members
To address customer queries, feedback and complaints
Working closely with customers to ensure all customer requirements are met in a timely manner

Essential Skills

Previous experience in managing a team of people in a dynamic customer- facing environment.
Previous experience in a managerial role dealing directly both with customers and colleagues at both senior and junior levels.
Experience of departmental budget control and financial oversight
Previous experience with maintenance and support
Previous experience of using a ticketing style support system
Good technical knowledge, educated to degree level or equivalent in electronics, mechanical or related discipline
High level of familiarity with Windows and also Microsoft Office Suite
Team player with a pro-active and flexible approach to problem solving
Self-disciplined, good planning and organisational skills
Excellent communication skills (both written and verbal)
Holds a full clean UK driving license or equivalent

Willing to travel globally as required If you are looking for a new exciting opportunity, please send us your CV through the link today, and we will call you to discuss this opportunity and the company in more detail.

After Sales Support Manager

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