Technical Support Manager

Scotmas Group; Kelso; On-site; GBP 40,000 - 60,000; Full time

Job summary

An established industry player is seeking a Technical Support Manager to lead a dedicated team in delivering exceptional customer-centric solutions. This role is pivotal in managing technical support processes, ensuring timely resolutions, and collaborating with various departments to enhance service delivery. With a focus on Engineered Water Treatment systems and a commitment to innovation, this position offers an exciting opportunity to drive improvements and inspire a team. If you're passionate about technical support and looking to make a significant impact in a forward-thinking organization, this role is for you.

Qualifications

• 5+ years of experience in Engineered Water Treatment systems, ideally ClO2 technology.
• Proven experience in technical support or service management roles.

Responsibilities

• Lead and manage a team of Tier 3 Senior Project Engineers.
• Ensure timely resolution of technical support requests from various teams.
• Collaborate with R&D to improve products based on customer feedback.

Skills

Engineered Water Treatment systems

ClO2 technology

Technical support management

Strategic thinking

Financial acumen

Communication skills

Problem-solving abilities

Leadership

Education

Bachelor’s degree in Engineering

Master’s degree in a related field

Job description

Scotmas Group are seeking a Technical Support Manager.

To play a crucial hands-on role responsible for leading the technical support team; designing and implementing customer centric solutions using standard Scotmas products; managing the resolution of technical support requests from internal and partner sources; overseeing technical training to internal users and distribution partners, supporting service team / commercial team on site surveys where required.

Providing line management support to the Tier 3 Senior Project Engineers.

This role involves collaborating with other teams such as Commercial, Site Service, QA and R&D to continuously improve technical processes and products, manage resources, and ensuring that all technical service operations are aligned with the company’s objectives and customer needs.

Responsibilities

• Lead, mentor, and manage a team of Tier 3 Senior Project Engineers.
• Ensure the team is adequately trained and equipped to handle technical issues.
• Set performance goals and conduct regular performance evaluations.
• Foster a positive and collaborative work environment.
• Oversee the technical support process to ensure timely and effective resolution of technical tickets raised by Commercial, Operations, Service or Quality teams.
• Manage escalations and ensure critical issues are addressed promptly.
• Monitor key performance indicators (KPIs) to ensure service quality and efficiency.
• Work with the Commercial team to understand the site-specific requirements.
• Agree the Solution Design and sign off technical documents as per company procedures.
• Identify opportunities for improving technical support processes and implement best practices.
• Develop and maintain documentation related to technical support procedures.
• Implement automation and other technologies to streamline service delivery.
• Work closely with other departments such as Commercial, R&D, Operations, Service and Quality teams to ensure seamless support delivery.
• Participate in cross-functional meetings to represent the technical support function and provide insights on technical issues.
• Liaise closely with R&D teams to continuously improve products in line with customer requirements.

What about you?

• Bachelor’s degree in Engineering or a related field. A master’s degree is a plus.
• Strong experience of Engineered Water Treatment systems, ideally ClO2 technology (5+ years).
• Proven experience in a technical support or service management role, preferably in a managerial position (5+ years).
• Strategic thinking and planning.
• Financial acumen and budget management.
• Excellent communication and negotiation skills.
• Strong organisational and problem-solving abilities.
• Ability to lead and inspire teams.
• Customer-focused approach to service delivery.
• High level of integrity and ethical standards.
• Ability to manage change and drive innovation.
• Comprehensive understanding of relevant legislation, regulations, and industry standards.

Apply

If you are interested in the position and would like to know more or apply to be part of this forward thinking organisation, please send us a copy of your updated CV along with a cover letter highlighting your skills and experience that make you the ideal candidate for the role. You can send your application to [e-mail].

Scotmas Group is committed to diversity and inclusion. We welcome applicants from all backgrounds and are dedicated to creating an inclusive environment for all employees.