Technical Support Manager

Cummins Inc.; Remote; GBP 50,000 - 70,000; Full time

Job summary

A global technical solutions company is seeking a Technical Support Manager for their Aggreko Global Account in the UK. The successful candidate will resolve complex technical issues and drive product improvements. This role requires strong technical knowledge, effective communication, and the ability to support sales and technical teams. Candidates should have a Bachelor's Degree in Engineering and experience in service engineering. This is primarily a remote position with occasional travel required.

Qualifications

• Bachelor's Degree in Engineering, preferably Mechanical Engineering.
• Experience in service engineering roles is advantageous.
• Proven track record of effective communication.
• Skilled in proactive problem-solving.

Responsibilities

• Lead technical investigations and resolve complex issues.
• Gather customer feedback for product improvements.
• Support and coach sales and technical teams.
• Create impactful training materials.

Skills

Cross-Functional Collaboration

Technical Problem-Solving

Communication Skills

Customer Focus

Education

Bachelor's Degree in Engineering

Experience in Field/Factory Service Engineering

Job description

DESCRIPTION

We are looking for a talented Technical Support Manager – Aggreko Global Account to join our team specializing in Marketing for DBU INTERNATIONAL SUPPORT in UK, any location.

In this role, you will make an impact in the following ways:

• Resolve Complex Technical Issues: You'll lead root cause investigations into product failures, ensuring fast, effective resolutions that enhance product reliability and customer satisfaction.
• Drive Product Improvements: By gathering and analyzing customer feedback, you will propose design and service enhancements that directly influence product innovation and durability.
• Enhance Customer Experience: Your ability to build trust-based relationships and act as the voice of the customer will ensure their needs are understood and met, strengthening long‑term partnerships.
• Develop Distributor Capabilities: You will assess and guide distributor technical capabilities, ensuring they can deliver high‑quality fleet support aligned with internal protocols.
• Coach Sales and Technical Teams: Through technical coaching and mentorship, you’ll elevate the performance of sales staff and junior support specialists, contributing to a more capable, confident team.
• Create and Improve Training Materials: Your input will help produce impactful manuals and reference guides that improve customer knowledge and product use efficiency.
• Advocate for Mutual Value: Using critical thinking and creative problem‑solving, you will find solutions that support both the customer’s needs and the company’s strategic goals.
• Promote Cost and Efficiency Gains: By applying Six Sigma principles and continuous improvement strategies, you'll help reduce customer operating costs and improve the service lifecycle of products.
• As this is a global role, some flexibility outside the usual 8:00–5:00 hours may be required, while staying within the weekly hours allowed in the contract.
• This role is primarily remote; however, it may require occasional international travel (typically 1 to 3 times per year) as well as periodic on‑site support to resolve complex technical issues.

RESPONSIBILITIES

To be successful in this role you will need the following:

• Strong Cross‑Functional Collaboration Skills: You'll need the ability to effectively coordinate with diverse internal teams across regions to manage escalations and deliver unified solutions.
• Deep Technical Knowledge and Problem‑Solving Ability: A solid grasp of product functionality, service protocols, and root cause analysis is essential to troubleshoot issues and drive resolution efficiently.
• Proficiency in Escalation Processes and Data Management: Understanding and applying standardized escalation procedures, while managing centralized data platforms and reporting tools, will be key to tracking performance and accountability.
• Excellent Communication and Customer Focus: Clear, proactive communication and a commitment to tailoring support to customer needs will help ensure fast resolution of critical incidents and build trust globally.

QUALIFICATIONS

Education/ Experience:

• Bachelor's Degree in Engineering is required. Mechanical Engineering is preferred.
• Experience in field and/or factory service engineering is preferred.
• Must be a strong and effective communicator.
• Proactive problem solver.
• Ability to work effectively across multiple time zones, cultures, and language differences.