Technical Support Manager

Matchtech; Saffron Walden; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leader in the Defence & Security sector is seeking a Technical Support Manager to ensure exceptional customer experience through technical support and managing demonstration assets. The ideal candidate has strong technical experience with radar systems and excellent communication skills. Responsibilities include resolving technical issues, maintaining equipment, and supporting training. A degree in a relevant technical subject is required, along with a full UK driving licence. Competitive benefits and professional development opportunities are offered.

Benefits

Professional development and training opportunities

Supportive work environment

Employee benefits package

Qualifications

• Experience in technical support within the Defence & Security sector.
• Full UK driving licence and willingness to travel domestically and internationally.
• Desirable: Education and Training award level 3 or equivalent.

Responsibilities

• Provide first-contact resolution for technical issues.
• Ensure operational demonstration equipment and radar sites.
• Maintain a robust RMA process that meets compliance standards.

Skills

Technical experience with radar or security sensor systems

Proactive problem-solving

Strong interpersonal skills

Excellent communication skills in English

Education

Degree or equivalent in a relevant technical subject

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