Technical Service Centre Team Leader- Tier 2

JR United Kingdom; Worthing; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Technical Service Centre Team Leader to manage and mentor a dynamic support team. This role involves overseeing daily operations, solving technical issues, and ensuring customer satisfaction through effective communication and leadership. You'll have the opportunity to develop tailored solutions and establish best practices while fostering a cohesive team environment. If you have a strong technical background and a passion for leadership, this is a fantastic opportunity to make a significant impact in a global manufacturing setting.

Qualifications

• 5+ years of experience in controls within a manufacturing environment.
• 2+ years of team management experience.
• Strong technical and problem-solving skills.

Responsibilities

• Oversee daily operations of the Tier 2 Support team.
• Deliver second-level technical support to customers.
• Identify training needs and promote team development.

Skills

Technical Expertise

Problem-Solving Skills

Leadership

Communication Skills

Customer Support

Education

HNC/HND or higher in Electrical, Electronic, or Software Engineering

Tools

Jira

Job description

Social network you want to login/join with:

Technical Service Centre Team Leader- Tier 2, Worthing, West Sussex

Client: Eurotherm

Location: Worthing, West Sussex, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views: 4

Posted: 13.04.2025

Expiry Date: 28.05.2025

Job Description:

Eurotherm, a Watlow brand, is a global manufacturer of instrumentation, systems and services designed for the efficient operation of industrial processes, primarily within temperature, power and process control, measurement, and data management, supplying automated and regulated industries.

Eurotherm develops, engineers, manufactures and supports products and systems for use across the world. Our wide range of products contains market-leading control algorithms, recording and data management strategies which add value to industrial processes, improving quality, reducing waste, and ensuring data is kept safe. Our offers include temperature controllers, data management solutions, power control, machine control and process automation.

About the Role

Eurotherm/Watlow is seeking a Technical Service Centre Team Leader- Tier 2 to manage and mentor our Specialist Support team. In this role, you'll lead 4-6 direct reports, develop tailored solutions by adapting general guidelines, and establish best practices and internal procedures to ensure smooth team and business operations.

Your Key Responsibilities

• Oversee Daily Operations: Supervise Tier 2 Support team activities, coordinate resources, and set daily priorities to meet operational goals.
• Efficient Problem Solving: Use established policies and procedures to troubleshoot and resolve technical issues, driving continuous efficiency improvements.
• Independent Decision-Making: Work autonomously, exercising sound judgment to manage day-to-day challenges and support requests.
• Clear Communication & Leadership: Effectively convey expectations, provide guidance, and address sensitive issues to ensure a cohesive team environment.
• Customer Support Excellence: Deliver second-level technical support to customers, ensuring prompt resolution and adherence to SLA standards.
• Escalation & Collaboration: Monitor support request queues, prioritize and escalate issues (including through Jira for R&D intervention), and participate in review meetings to drive solutions.
• Team Development & Training: Identify training needs and assign development opportunities to promote skill growth and enhance team performance.
• Complaint Resolution & Feedback Management: Address customer complaints proactively and manage feedback to maintain high-quality service delivery.

Qualifications

• HNC/HND or higher in Electrical, Electronic, or Software Engineering (or local equivalent)
• 5+ years of proven experience with controls within a manufacturing environment
• 2+ years of experience managing or leading a team
• Demonstrated ability to apply technical expertise and problem-solving skills in a fast-paced support environment
• Strong communication and interpersonal skills, with the capability to effectively mentor and guide team members