Technical Support Manager

Matchtech; Essex; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading Defence & Security firm in the UK is seeking a Technical Support Manager to ensure exceptional customer experience through technical support and asset management. The ideal candidate will have strong experience with radar systems, excellent communication skills, and a degree in a technical subject. This role involves collaborating with multiple teams to deliver seamless support and achieve high customer satisfaction scores.

Benefits

Professional development opportunities

Supportive work environment

Employee benefits package

Qualifications

• Strong technical experience with radar or security sensor systems.
• Proactive problem-solving capabilities and lead cross-functional projects.
• Willingness to travel domestically and internationally.

Responsibilities

• Provide first-contact resolution for technical issues.
• Ensure demonstration equipment and radar sites are operational at least 90% of the time.
• Maintain a robust RMA process for compliance.

Skills

Technical experience with radar or security sensor systems

Problem-solving capabilities

Interpersonal skills

Excellent communication skills in English

Education

Degree or equivalent qualification in a relevant technical subject

Education and Training award level 3 or equivalent

Job description

Our client, operating in the Defence & Security sector, is currently seeking a Technical Support Manager to join their team on a permanent basis. This role is integral in ensuring exceptional customer experience by providing technical support and managing demonstration assets, particularly radar systems. Reporting to the COO, you will collaborate closely with various teams to deliver seamless support and training.

Key Responsibilities:

• Provide first-contact resolution for technical issues, achieving agreed response times to minimise downtime
• Ensure demonstration equipment and radar sites are operational at least 90% of the time and maintain compliance with OFCOM licences
• Maintain a robust RMA process that meets compliance standards and provides accurate reporting for continuous improvement

Job Requirements:

• Strong technical experience with radar or security sensor systems
• Proactive problem-solving capabilities and ability to lead cross-functional projects
• Maintain transparency, integrity, and adaptability in dynamic environments
• Strong interpersonal skills and proven success in customer-facing roles
• Excellent communication skills in English and ability to adapt to cultural differences
• Degree or equivalent qualification in a relevant technical subject
• Full UK driving licence and willingness to travel domestically and internationally
• Desirable: Education and Training award level 3 minimum or equivalent teaching qualification, IOSH Managing Safety or equivalent qualification (or willingness to obtain the same)

Key Measures of Success:

• Customer satisfaction score of at least 90% following demonstrations and training
• Consistently meeting agreed SLA response times to customer issues
• Radar demo sites operational at least 90% of the time for demonstrations and training
• Accurate tracking of income and expenditure for the support function

Benefits:

• Opportunity to work in a leading company within the Defence & Security sector
• Professional development and training opportunities
• Supportive and collaborative work environment
• Employee benefits package

If you have significant experience in technical support and asset management within the Defence & Security sector, we would love to hear from you. Apply now to join our client's dynamic and talented team.