Product Support Manager

Advanced Technical Recruitment; Hemel Hempstead; Hybrid; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Hybrid working

Competitive salary

Benefits package

Job summary

Advanced Technical Recruitment is helping a Bristol-based provider of precision manufacturing tools recruit a Software Customer Service Manager. You will bridge Field Service Software Engineers with the Software Engineering team to resolve complex issues, train staff, and drive improvements.

This role includes global support for EMEAI and external staff, with occasional site visits. The position offers hybrid working, a competitive salary, and a flexible benefits package.

Qualifications

• Experience in semiconductor or advanced manufacturing with complex systems.
• Experience with log analysis and diagnostics; software-hardware integration.
• Knowledge of Windows software and real-time control systems.
• Familiar with C#, .NET Core, WPF, C++, PLC, SQL; Azure DevOps and GitHub workflows.

Responsibilities

• Serve as a bridge between Field Service Software Engineers and Software Engineering teams to drive rapid resolution of issues.
• Provide advanced software expertise and escalation support to Customer Service Engineers in the field.
• Visit customer sites or field teams to ensure quick issue resolution and strengthen customer relationships.
• Contribute to continuous improvement through training, knowledge sharing and customer feedback.

Skills

Software

Customer Service

Applications

Customer Support

Training

Semiconductor

C#

C

.NET

SQL

PLC

Education

Apprenticeship or Degree

Job description

We are now looking for a permanent Software Customer Service Manager to join a leading provider of precision manufacturing tools in Bristol.

This role provides a vital link between Field Service Software Engineers and the Software Engineering team, driving the swift resolution of complex challenges while fostering continuous improvement through effective training, knowledge sharing, and valuable customer feedback.

You are expected to provide exceptional support to clients in EMEAI and to external staff (including Process and Service Engineers) globally.

You will provide advanced software expertise and rapid escalation support to Customer Service Engineers in the field, ensuring timely resolution of complex technical issues, maximising customer uptime and feeding systemic improvement back into Product and Engineering teams.

Your contribution will reduce customer downtime, enhance customer trust, protect revenue, improve Customer Service Engineer capability and confidence and accelerate feedback loops from the field.

Where required, you will visit customer sites and / or Field based teams, to ensure swift resolution of any issues, and build stronger relationships with customers.

This is a fantastic opportunity for an experienced Software Service Engineer / Manager to take the next step in their career and deliver results for customers and my client.

In addition to a modern working environment, competitive salary and hybrid working, my client offers a flexible range of benefits.

Experience:

To succeed in this role, you should have previous experience working within semiconductor or advanced manufacturing, coupled with experience with complex systems, log analysis and diagnostics, and software-hardware integration.

Sound knowledge of Semiconductor processing techniques and system design is also required.

You should also have in depth knowledge of Windows Software and experience working on real-time control systems.

You should also be familiar with some or all of the following: remote diagnostic tools and service environments, C#, .NET Core and WPF framework, C++, C, SQL (MySQL), and PLC programming; Azure DevOps for task tracking and GitHub for version control & CI/CD pipelines; network protocols, TCP/IP, UDP, Modbus, EtherCAT etc.

Knowledge of hardware interfacing, including electrical schematics, is also desirable.

Qualifications:

Apprenticeship and/or Degree in Software, Computing or a related field.

Additional Information:

Candidates MUST be eligible to live and work in the UK without requiring sponsorship. Copies of Passport and Visa will be requested for verification.

Salary:

c 40-50k plus benefits

Job Term:

Permanent, Full Time, Hybrid

Skills:

Software, Customer Service, Applications, Customer Support, Training, Semiconductor, C#, C, .NET, SQL, PLC