Technical Service Support Manager

ZipRecruiter; England; On-site; GBP 40,000 - 60,000; Full time

Job summary

A UK leader in laser systems for ophthalmology is hiring a Technical Service Support Manager to lead their service function. This role combines technical leadership with field support, ensuring a smooth transition during succession planning while focusing on customer satisfaction and technical excellence.

Benefits

20 days annual leave (rising to 25)

Statutory Pension Scheme

Employee Life Insurance

Company vehicle and travel expenses

Training with advanced laser equipment

Qualifications

• Minimum 5 years field service engineering experience.
• 3 years in technical leadership or management support role.
• Experience with manufacturer or supplier technical teams.

Responsibilities

• Provide support for engineers with fault finding and diagnostics.
• Act as primary escalation point for technical issues.
• Develop internal documentation and training materials.

Skills

Electronics troubleshooting

Communication

Customer focus

Education

HNC/HND in Electrical & Electronic Engineering

Job description

Job Description

Our Client

We have the pleasure of working with a UK leader in the supply, support, and service of high-performance laser systems used in ophthalmology and aesthetic medicine. Established in 1991, this company is known for technical excellence, customer focus, and long-term partnerships with leading global manufacturers

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With the planned retirement of a long-serving team member, they are hiring a Technical Service Support Manager to lead their service function into its next phase — combining field engineering leadership, technical coordination, and internal capability development.

Purpose of the Role

This is a hands-on technical leadership role designed to support engineers, maintain product knowledge across the team, and ensure quality across all technical services. You will take the lead on field escalation issues, technical communication with manufacturer partners, and in-house engineering standards.

The successful candidate will be involved in structured succession planning and will work closely with the outgoing team member to ensure a smooth transition.

Key Responsibilities

• Provide day-to-day support for engineers with fault finding, diagnostics, and service strategies
• Act as the primary escalation point for technical
• issuesLead service meetings, ensure protocol compliance, and coordinate product
• updatesManage workshop operations including tools, safety, and return-to-base diagnostics
• Liaise with global manufacturing partners to resolve service challenges
• Attend technical meetings and feedback key updates to the engineering team
• Track and report recurring field issues and initiate corrective actions
• Train and mentor field engineers on technical processes and equipment
• Develop internal documentation and training materials
• Assist with technical onboarding of new hires and third-party engineers
• Provide preventative maintenance and breakdown service during the transition phase
• Deliver field support when advanced issues require direct intervention
• Review new principal opportunities and provide input into technical due diligence

Candidate Requirements

Experience

• Minimum 5 years field service engineering
• Minimum 3 years in a technical leadership or management support role
• Experience working directly with manufacturers or supplier technical teams

Technical Skills

• Strong electronics troubleshooting (analogue, digital, HV circuitry)
• Qualified to at least HNC/HND level in Electrical & Electronic Engineering
• Familiarity with medical or aesthetic laser systems

Attributes

• Calm under pressure, structured, and methodical
• Capable of guiding engineers and communicating across levels
• Commercially aware and highly customer-focused
• Willing to travel and lead by example

Benefits

• Competitive salary
• 20 days annual leave (rising to 25)
• Statutory Pension Scheme
• Employee Life Insurance
• Company vehicle and travel expenses
• Training with advanced laser equipment and manufacturer systems

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