Technical Support Services Manager

Briggs Equipment; Cannock; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Technical Support Services Manager to lead their team in delivering exceptional support and solutions. In this pivotal role, you will coordinate technical resources, manage the Technical Ticket Portal, and ensure compliance with safety and quality standards. Your expertise will drive improvements and foster communication across teams, making a significant impact on operational efficiency. With opportunities for career growth, a company car, and a generous bonus structure, this role promises to be both rewarding and challenging for the right candidate.

Benefits

Company Car

20% Bonus

Contributory Pension Scheme

Profit-Share Bonus

Paycare Health Scheme

Eyecare Health Scheme

High Street Discounts

Qualifications

• Accredited mechanical/electrical trade technical apprenticeship or equivalent.
• Strong oral and written communication skills are essential.

Responsibilities

• Coordinate Technical Support Engineers for timely issue resolution.
• Analyze data to identify skill deficiencies and implement corrective actions.
• Manage the Technical Ticket Portal and deliver monthly reports.

Skills

Mechanical/Electrical Trade Technical Apprenticeship

Strong Oral and Written Communication Skills

Proficiency in PC Skills (PowerPoint, Word, Excel)

Extensive Product Knowledge

Knowledge of H&S, Environmental, and Quality Policies

Education

Cert Ed or Equivalent

Tools

PowerPoint

Word

Excel

Job description

The Opportunity: Technical Support Services Manager

Contract: Permanent

Salary: Dependant on experience, company car, and 20% bonus

Location: Cannock

The Briggs Equipment Group is a leading provider of asset management and maintenance solutions across the UK and Ireland. If you don’t meet all the role criteria outlined below, please don’t let that discourage you from applying.

The Impact you will have:

1. Comply with company SHEQ (Safety, Health, Environment, and Quality) policies.
2. Support SHEQ, Briggs Equipment, and Briggs Group Business Units with formal technical investigations.
3. Provide effective support for all engineering resources within Briggs Equipment and Briggs Group Business Units.
4. Coordinate the field Technical Support Engineers to ensure timely resolution of all issues, effectively utilizing relevant technology.
5. Manage the Technical Ticket Portal effectively and deliver monthly reports with findings and recommendations for improvement.
6. Analyze data to identify skill deficiencies and opportunities within the field, and implement corrective actions.
7. Monitor fleet performance and make recommendations to reduce downtime.
8. Communicate technical issues and findings to Regional Engineering Business Managers.
9. Ensure all recommendations, reports, and technical issues are logged properly, with actions carried out accordingly.
10. Interact with internal/external customers and manufacturers to resolve technical issues promptly.
11. Hold regular Technical Meetings with HYG on technical issues and provide feedback to the business.
12. Distribute service Bulletins to relevant personnel through your team.
13. Demonstrate effective leadership of the Technical Support Services Team, including communication, training needs assessment, and performance management.
14. Develop and implement a strategic succession plan within the team, ensuring CPD and resilience.

Additional Regular Commitments:

1. Liaise with the AMS team to plan audits for EA engineers.
2. Coordinate with Qualitas for engineer audits.
3. Follow up on repeat A defect identifications and plan follow-up audits.

What will help you to excel in this role:

1. Accredited mechanical/electrical trade technical apprenticeship or equivalent.
2. Cert Ed or equivalent.
3. Valid driving license.
4. Extensive product knowledge.
5. Strong oral and written communication skills.
6. Proficiency in PC skills (PowerPoint, Word, Excel, email, internet).
7. Knowledge of H&S, Environmental, and Quality policies and a commitment to them.

What you can expect from us:

1. Opportunities for future development and career growth.
2. Company car.
3. 20% bonus.
4. Contributory pension scheme with up to 6% employer contributions.
5. Profit-share bonus based on business performance.
6. Paycare and eyecare health schemes.
7. High street discounts.

What’s next

1. If interested, click on the "Apply Now" button to be contacted by a team member.
2. Visit our careers page to send your CV if you’re unsure about the role.
3. Contact the Recruitment team for reasonable adjustments during the interview process.