Technical Support & Service Manager

Terry Parris Associates; Lewes; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Discretionary performance bonus

Private medical insurance

Pension contribution (6%)

Employee Assistance Programme

Generous annual leave

Job summary

TPA Recruit is seeking a Technical Support & Service Manager in Lewes, UK, to lead the UK Technical Support function across hardware, software and connected systems.

The role combines leadership with hands-on technical work, owning escalations and driving service quality improvements while guiding a team of eight engineers. UK site visits and some international travel are expected.

Qualifications

• Experience leading a customer-facing technical support or service team.
• Strong technical aptitude with networking and connected systems knowledge.
• Ability to investigate recurring technical issues and manage escalations.

Responsibilities

• Lead UK Technical Support team: plan workload, priorities and development.
• Provide hands-on technical leadership for hardware, software, installation and connectivity issues.
• Improve support, warranty, repair and escalation processes using data and tickets.
• Coordinate cross-functional activities across Engineering, Software, Production, Repairs, Sales and Finance.

Skills

Team leadership

Technical aptitude

Customer-facing

Network troubleshooting

Education

Engineering, electronics or technical qualification

Job description

Job Title: Technical Support & Service Manager

Location: Lewes, East Sussex

Salary: £50,000 plus discretionary company performance bonus

Working pattern: Full-time, office-based, five days per week; UK site visits and occasional international travel

TPA Recruit is supporting an established global technology manufacturer in the search for a Technical Support & Service Manager to lead its UK Technical Support function.

This is a hands-on leadership role managing a team of approximately eight Support Engineers across hardware, software and connected systems. The successful candidate will combine strong technical aptitude with customer-facing management experience, taking ownership of escalated issues while improving service quality, team performance and support processes.

Key Responsibilities

• Lead the UK Technical Support team, planning workload, priorities, performance and technical development.
• Provide hands-on technical leadership for complex hardware, software, installation, configuration, networking and connectivity issues.
• Improve support, warranty, repair, servicing and escalation processes using ticket, performance and customer data.
• Manage installation and retrofit activity, coordinate root-cause investigations and work across Engineering, Software, Production, Repairs, Sales, Finance and Account Management.

Experience Required

• Previous experience managing a team in a customer-facing technical support, engineering, field service or systems-support environment.
• Strong technical aptitude with practical knowledge of networking and connected systems, including IP addressing, Ethernet, routers, mobile communications and remote connectivity.
• Proven experience investigating complex or recurring technical issues while managing customer escalations and communicating confidently with stakeholders at all levels.
• Relevant engineering, electronics or technical qualification, or equivalent practical experience; a full UK driving licence and willingness to travel are required.

Why Join This Business?

• £50,000 salary plus a discretionary company performance bonus.
• 25 days annual leave, increasing with service up to 30 days, plus bank holidays.
• Private medical insurance, 6% employer pension contribution and Employee Assistance Programme.
• Lead and develop an established technical support team during a period of growth, technological change and service improvement.
• Work across hardware, software and connected products with genuine scope to improve processes, customer experience and technical capability.