Technical Support & Service Manager

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

Benefits offered by this job

25 days annual leave

Private medical insurance

6% employer pension contribution

Employee Assistance Programme

Job summary

TPA Recruit is supporting a global technology manufacturer to hire a Technical Support & Service Manager to lead its UK Technical Support function in Lewes, East Sussex. The role combines hands-on technical leadership with customer-facing management of a team of about eight engineers across hardware, software and connected systems.

The successful candidate will own escalated issues, drive service quality, and improve processes, while coordinating with Engineering, Production and Sales.

Qualifications

• Experience managing a customer-facing technical support team.
• Strong technical aptitude with networking and connected systems.
• Full UK driving licence and willingness to travel.
• Engineering/electronics or technical qualification required.

Responsibilities

• Lead the UK Technical Support team, planning workload, priorities, performance and technical development.
• Provide hands-on technical leadership for hardware, software 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 cross-functional collaboration across Engineering, Software, Production, Repairs, Sales and Finance.

Skills

Team leadership

Technical troubleshooting

Networking

Customer escalations

Project planning

Education

Engineering/electronics qualification

Tools

IP networking

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.