Customer Support Manager

Marshall; Cambridge; On-site; GBP 35,000 - 55,000; Full time

Job summary

A family-owned British company is seeking a Customer Support Manager to manage a military project, ensuring customer needs are met and resources are allocated effectively. The ideal candidate will possess strong communication skills, experience in delivering large-scale projects, and the ability to work under pressure. The role offers competitive benefits including generous holiday and healthcare options.

Benefits

27 days holiday increasing with service

Pension contributions up to 9%

Healthcare cash plan for employee and children

Flexible benefits program

Life assurance at 4x basic salary

Enhanced parental leave

Paid volunteering leave

Access to wellbeing resources

Opportunities to develop skills

Qualifications

• APM Qualification is desirable but not essential.
• Engineering experience in support or maintenance is needed.
• Experience managing a multi-skilled team is beneficial.
• Manufacturing experience is valuable.
• Knowledge of military shelter systems is a plus.
• Previous experience in the defense industry is advantageous.

Responsibilities

• Manage work packages within a support project, ensuring resources are used effectively.
• Ensure all customer requirements and contractual commitments are met.
• Allocate competent resources to work packages.
• Promote additional services to customers.
• Compile information on contract performance KPIs.
• Manage Order Intake and Revenue projections.
• Create reports, spreadsheets, and presentations.

Skills

Good written and verbal communication

Ability to interact with all levels of staff

Good presentation skills

Flexibility

Excellent organisation skills

Ability to work under pressure

Experience of delivering work packages

Education

APM Qualification

Engineering experience or military equivalent

Managing a multi-skilled team

Manufacturing experience

Knowledge of military shelter systems

Experience in the defence industry

Job description

Customer Support Manager

The benefits we offer you will include:

• 27 days holiday increasing with service up to 30 days (option to buy / sell)
• Pension contributions up to 9%
• Healthcare cash plan for you and your children
• Extensive flexible benefit program including Cycle to Work
• Life assurance at 4x basic salary
• Enhanced parental leave and pay
• Paid volunteering leave
• Access to industry leading wellbeing resources and tools
• Opportunities to develop your skill set and gain additional qualifications
• Marshall, an independent, family-owned British company, proudly helping our customers move forwards since 1909

About this opportunity

The role of Customer Support Manager is an exciting opportunity to play a critical role in a high-profile military project, to support the UK armed forces, and to have your ideas and contribution valued in a medium-sized business where people really matter.

You will be part of a dedicated and experienced team who have an excellent working relationship with the customer and the project is a long-running programme to maintain and update various deployable systems currently in the field, both in the UK and overseas.

This is a customer facing position which requires excellent interpersonal skills and provides job satisfaction from supporting a key customer, who often has significant issues, and require agility in problem solving.

Key Responsibilities

• Managing work packages within a support project, ensuring the appropriate use of resources to deliver the scope of work within set deadlines, using project management best practice and the IFS ERP System.
• Managing the provision of a complete range of Post-Design Service (PDS) support.
• Producing project plans to ensure that all internal and external customer requirements and contractual commitments are met.
• Ensuring the allocation of competent resources to each work package and providing guidance to enable the smooth delivery of tasks in the agreed timeframe.
• Promoting additional services to provide support to the customer and generate revenue for the business.
• Proactively compiling information on contract performance KPIs, highlighting and identifying appropriate corrective action.
• Managing Order Intake and Revenue projections and ensure timely invoicing of support tasks.
• Creating and compiling reports, spreadsheets and presentations.

Key Skills

• Good written and verbal communication to clearly express views and ideas.
• Ability to interact with all levels of staff both internally and externally.
• Good presentation skills.
• Flexibility.
• Excellent organisation skills
• Ability to work and self-motivate under pressure.
• Experience of delivering work packages within large-scale projects.

Qualifications

• APM Qualification (Desirable, but not essential).
• Engineering experience, support / maintenance experience or military equivalent.
• Managing a multi‑skilled team within a manufacturing environment.
• Manufacturing experience.
• Knowledge of military shelter systems is desirable.
• Previous experience in the defence industry is desirable, but not essential.

Based in the UK, with operations in Canada, Marshall specialises in the design and production of deployable operational infrastructure and mission support for humanitarian, defence and security operations across the globe.

Other core services include the integration of complex systems into a range of vehicles for use by the military and security services including explosive ordnance disposal and battlefield ambulances all underpinned by a full in‑life managed service provision to ensure customers' equipment is available where and when they need it.