Support Manager

Zoetis Spain SL; Guildford; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company in animal health is seeking a Support Manager to oversee customer support operations in the UK and internationally. The role involves managing and developing a team of Support Engineers and ensuring high-quality service delivery by optimizing resource allocation and implementing best practices. Candidates should have over 5 years of customer-facing experience and relevant technical skills.

Benefits

Opportunity for professional growth

Collaborative work environment

Qualifications

• 5+ years in a customer facing role with a proven track record of building and maintaining long-term relationships.
• 3+ years of Vet SaaS software support in conjunction with software development teams.
• 2+ years of Key Account Management in the animal health industry.

Responsibilities

• Recruit, train, and develop a team of Support Engineers.
• Manage resource allocation for installations and technical queries.
• Lead a customer-focused service that meets business needs.

Skills

Technical Support/SaaS Support

Analytical and Problem-Solving Skills

Management Skills

Customer Service Skills

Communication Skills

Education

Third level qualification in a science or engineering related field

Tools

Virtual Recall software

Job description

We are looking for a Support Manager to oversee and deliver support for our customers, both in the UK and internationally. By collaborating closely with sales, development and support teams, you will ensure the highest quality of service delivery to our customers.

You will manage support resource allocation of new installs, configurations, and technical queries to ensure that the customer needs are correctly prioritised.

You will recruit, train, onboard, lead and develop your own team of Support Engineers and coordinate with other Support Managers and their teams to ensure that customer service meets business needs. You will identify opportunities to enhance efficiencies and implement best practices in meeting customer requirements.

RESPONSIBILITIES

Managing and Developing Direct Reports:
Recruit, train, onboard, and develop support and/or installation engineers, which may involve managing teams across different geographical locations. Ensure that your direct reports have the necessary skills and support to excel in their roles. Foster a culture of continuous learning and upskilling to drive team retention, enhance overall performance and ensure effective succession planning. Coach and mentor team members, providing guidance and opportunities for professional growth, while promoting best practices and a collaborative work environment. Conduct 1:1s with each of your team members at least fortnightly. Consistently perform quarterly Objectives and IDP reviews with each team member.

Collaborating with the wider Support Team:
Partner with other Support Managers to ensure that the overall support team works cohesively and efficiently. This cooperation will optimize resource utilisation, improve team performance, and promote staff retention.

Subject Matter Expertise:
As a Support Manager you will be responsible for becoming a subject matter expert in one or more of the areas of the business. This could be product, data or customer based. You will be responsible for disseminating knowledge to other team members and for ensuring that any associated documentation is accurate and current.

Providing Technical Assistance:
P rovide technical assistance to Support Team members to ensure that only appropriate issues are escalated to the Development Team. Identify any areas of weakness across the team and arrange appropriate training to eliviate these gaps.

Leading and Developing a Customer-Focused Service:
Lead and develop a customer-focused service that meets business needs and enhances service for all stakeholders. Ensure that the support provided maximises the use of iRecall services and addresses customer requirements effectively. Implement appropriate reporting mechanisms to demonstrate the quality and effectiveness of the service provided.

Developing Best Practice Processes:
Develop and drive consistent and efficient processes, across all markets, to ensure high standards are maintained for our customers and that alerts are promptly addressed.

Driving Process Efficiencies:
Identify opportunities to improve support KPI tracking and implementation processes to maximise efficiencies using Six Sigma and Lean principles. Collaborate with the Software Development Team to implement tooling changes that reduce reliance on developers for delivering specific customer requirements.

Resource Allocation:
Oversee the allocation of new installations, configurations, and technical customer queries, ensuring timely and effective resolution.

Managing Priorities:
Manage a mix of Support and Installation Engineers to deliver customer requirements in line with SLAs and to a high standard. Coordinate work tasks with other Support Managers to ensure that customer priorities are managed correctly. Maintain a focus on aligning support activities with the overall business objectives.

Performance monitoring:
Monitor the performance of your team and contribute to performance monitoring of the Support Team as a whole. Implement appropriate reporting mechanisms to demonstrate the quality and effectiveness of the service provided.


EDUCATION, EXPERIENCE & SKILL REQUIREMENTS

Education:
Third level qualification in a science or engineering related field.
Project Management certification and/or Process Improvement certification (e.g. Six Sigma, Agile) would be of benefit.

Experience:
5+ years in a customer facing role with a proven track record of building and maintaining long term relationships
3+ years of Vet SaaS software support in conjunction with software development teams
2+ years of Key Account Management in the animal health industry
Min 1 year experience of assessing PIMs integrations and veterinary prescription protocols

Skills required:

Technical Support/SaaS Support: In-depth knowledge of Virtual Recall software and its capabilities.
Strong Analytical and Problem-Solving Skills: Ability to analyse complex issues and develop effective solutions efficiently. Competence in analysing support metrics to improve service quality.
Strong Management Skills: Proven ability to motivate and inspire others to perform to the best of their abilities. Skills in managing support projects and ensuring timely resolution of issues. Ability to handle difficult situations and resolve conflicts amicably.
Excellent Customer Service Skills: Ability to build rapport quickly and provide outstanding customer service alongside the ability to understand and address the unique needs of veterinary practices.
Exceptional Communication and language Skills: Ability to represent the organisation with senior stakeholders and adapt communication style based on the audience. Fluency in other languages would be beneficial.

Self-Sufficient, Organised and adaptable: Ability to work independently and maintain excellent organsational skills. Ability to adapt to changing technologies and client needs.

Full timeRegularColleague

We are looking for a Support Manager to oversee and deliver support for our customers, both in the UK and internationally. By collaborating closely with sales, development and support teams, you will ensure the highest quality of service delivery to our customers.

You will manage support resource allocation of new installs, configurations, and technical queries to ensure that the customer needs are correctly prioritised.

You will recruit, train, onboard, lead and develop your own team of Support Engineers and coordinate with other Support Managers and their teams to ensure that customer service meets business needs. You will identify opportunities to enhance efficiencies and implement best practices in meeting customer requirements.

RESPONSIBILITIES

Managing and Developing Direct Reports:
Recruit, train, onboard, and develop support and/or installation engineers, which may involve managing teams across different geographical locations. Ensure that your direct reports have the necessary skills and support to excel in their roles. Foster a culture of continuous learning and upskilling to drive team retention, enhance overall performance and ensure effective succession planning. Coach and mentor team members, providing guidance and opportunities for professional growth, while promoting best practices and a collaborative work environment. Conduct 1:1s with each of your team members at least fortnightly. Consistently perform quarterly Objectives and IDP reviews with each team member.

Collaborating with the wider Support Team:
Partner with other Support Managers to ensure that the overall support team works cohesively and efficiently. This cooperation will optimize resource utilisation, improve team performance, and promote staff retention.

Subject Matter Expertise:
As a Support Manager you will be responsible for becoming a subject matter expert in one or more of the areas of the business. This could be product, data or customer based. You will be responsible for disseminating knowledge to other team members and for ensuring that any associated documentation is accurate and current.

Providing Technical Assistance:
P rovide technical assistance to Support Team members to ensure that only appropriate issues are escalated to the Development Team. Identify any areas of weakness across the team and arrange appropriate training to eliviate these gaps.

Leading and Developing a Customer-Focused Service:
Lead and develop a customer-focused service that meets business needs and enhances service for all stakeholders. Ensure that the support provided maximises the use of iRecall services and addresses customer requirements effectively. Implement appropriate reporting mechanisms to demonstrate the quality and effectiveness of the service provided.

Developing Best Practice Processes:
Develop and drive consistent and efficient processes, across all markets, to ensure high standards are maintained for our customers and that alerts are promptly addressed.

Driving Process Efficiencies:
Identify opportunities to improve support KPI tracking and implementation processes to maximise efficiencies using Six Sigma and Lean principles. Collaborate with the Software Development Team to implement tooling changes that reduce reliance on developers for delivering specific customer requirements.

Resource Allocation:
Oversee the allocation of new installations, configurations, and technical customer queries, ensuring timely and effective resolution.

Managing Priorities:
Manage a mix of Support and Installation Engineers to deliver customer requirements in line with SLAs and to a high standard. Coordinate work tasks with other Support Managers to ensure that customer priorities are managed correctly. Maintain a focus on aligning support activities with the overall business objectives.

Performance monitoring:
Monitor the performance of your team and contribute to performance monitoring of the Support Team as a whole. Implement appropriate reporting mechanisms to demonstrate the quality and effectiveness of the service provided.


EDUCATION, EXPERIENCE & SKILL REQUIREMENTS

Education:
Third level qualification in a science or engineering related field.
Project Management certification and/or Process Improvement certification (e.g. Six Sigma, Agile) would be of benefit.

Experience:
5+ years in a customer facing role with a proven track record of building and maintaining long term relationships
3+ years of Vet SaaS software support in conjunction with software development teams
2+ years of Key Account Management in the animal health industry
Min 1 year experience of assessing PIMs integrations and veterinary prescription protocols

Skills required:

Technical Support/SaaS Support: In-depth knowledge of Virtual Recall software and its capabilities.
Strong Analytical and Problem-Solving Skills: Ability to analyse complex issues and develop effective solutions efficiently. Competence in analysing support metrics to improve service quality.
Strong Management Skills: Proven ability to motivate and inspire others to perform to the best of their abilities. Skills in managing support projects and ensuring timely resolution of issues. Ability to handle difficult situations and resolve conflicts amicably.
Excellent Customer Service Skills: Ability to build rapport quickly and provide outstanding customer service alongside the ability to understand and address the unique needs of veterinary practices.
Exceptional Communication and language Skills: Ability to represent the organisation with senior stakeholders and adapt communication style based on the audience. Fluency in other languages would be beneficial.

Self-Sufficient, Organised and adaptable: Ability to work independently and maintain excellent organsational skills. Ability to adapt to changing technologies and client needs.

Full timeRegularColleague

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.

About Us

Join Zoetis – and build your career with a global animal health company dedicated to supporting its customers and their businesses.

Why Zoetis

Zoetis has more than60 years of experience in delivering innovative, high-quality products and services that benefit our customers.

Zoetis work environment

At Zoetis, we take pride in a collaborative spirit and high-performing environment where every colleague is given room to learn and grow.

Your opportunities at Zoetis

We invest in our people and offer diverse and exciting opportunities to make a difference in a growing global industry while shaping the future of animal health.

Results that matter

Our colleagues make an impact by working hand-in-hand with those who raise and care for animals to better understand and address the unique real-world challenges they face.