Technical Service Lead (12-month fixed-term)

Smartbox; Malvern; On-site; GBP 55,000 - 70,000; Full time

Job summary

Smartbox is seeking a Technical Service Lead for a 12-month maternity cover to own the Service and Repairs function, lead a talented team, and ensure customers relying on Smartbox technology receive exceptional service.

You will supervise repairs, diagnose complex issues, drive turnaround times, implement best practices, and support ISO 13485 readiness, with a focus on quality, accountability and continuous improvement.

Qualifications

• Experience in electronics repairs and fault diagnosis.
• Experience in customer service and technical support.
• Knowledge of Lean manufacturing and continuous improvement.
• Familiarity with ISO 13485 and quality management systems.
• Experience with ERP systems and operational reporting.
• Experience with CAPA and root cause investigations.

Responsibilities

• Lead the Service/Repairs team and own the function.
• Diagnose and support complex repairs.
• Drive turnaround time and service improvements.
• Implement operational best practices.
• Support quality systems and ISO 13485 readiness.
• Build a culture of ownership and continuous improvement.

Skills

People leadership

Team development

Troubleshooting

Root cause analysis

Process improvement

Data analysis

Quality & compliance

Customer outcomes

Tools

ERP systems

Job description

This is an exciting 12-month maternity cover opportunity for a Technical Service Lead to own our Service and Repairs function, lead a talented team, and help ensure the people who rely on Smartbox technology continue to receive exceptional service.

The role:

You'll take ownership of the Service/Repairs function, including:

• Leading and developing the Service/Repairs team
• Diagnosing and supporting complex repairs
• Driving turnaround time and service improvements
• Implementing operational best practices
• Supporting quality systems and ISO 13485 readiness
• Building a culture of ownership, accountability and continuous improvement

We're looking for someone who:

• Enjoys balancing hands-on technical work with people leadership
• Can motivate, coach and develop high-performing teams
• Is comfortable managing performance, giving feedback and supporting growth
• Has strong troubleshooting and root cause analysis skills
• Can improve processes using data and operational insight
• Understands the importance of quality, compliance and customer outcomes
• Builds positive relationships across teams and with customers

Experience in the following areas would be an advantage:

• Electronics repairs and fault diagnosis
• Customer service and technical support
• Lean manufacturing and continuous improvement
• ISO 13485 and quality management systems
• ERP systems and operational reporting
• CAPA and root cause investigations

Why this work matters:

This isn't just about repairing devices.

Every device your team repairs helps someone communicate with their family, participate in education, succeed at work or express their needs and wishes. When a customer experiences an issue, your team's expertise helps ensure they are never without their voice for longer than necessary.

Why Smartbox

• Purpose-driven work with real-world impact
• The opportunity to shape and improve an important function
• A varied role combining leadership, technical expertise and continuous improvement
• Collaborative, supportive teams that genuinely care about our mission
• Work in an inclusive culture that values sustainability, accessibility and diversity
• Be part of a team where your leadership helps improve both customer outcomes and people's lives