Technical Support Supervisor

Facultatieve Technologies; Leeds; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

24 days annual leave

Pension scheme with company match

Health care plan

Job summary

Facultatieve Technologies seeks a Technical Support Supervisor in Leeds to lead the day-to-day Technical Support team, manage workload and KPIs, and provide hands-on technical guidance to engineers. The role involves PLC-controlled systems, remote support, and close collaboration with field staff.

You will log issues, configure PCs, maintain records in JITBIT/NetSuite, and drive improvements while ensuring safety and quality standards are met.

Qualifications

• Electrical engineering qualification to at least NVQ Level 3 Advanced Apprenticeship or equivalent.
• Proven experience in technical, electrical, or industrial manufacturing environments.
• Proven experience in a technical support function.
• Experience supporting PLC-controlled equipment and industrial control systems.
• Previous experience supervising, coordinating or leading technical personnel.
• Experience managing workloads and priorities.
• Strong IT skills and experience with technical support or business software systems.
• Full, clean UK driving licence.

Responsibilities

• Own customer and field engineer issues through to resolution with timely updates.
• Investigate, diagnose and troubleshoot technical and system issues; escalate when needed.
• Provide remote technical support via telephone, email, TeamViewer and other channels.
• Collaborate with field engineers to resolve on-site issues.
• Log and maintain records using JITBIT, NetSuite and other systems.
• Configure, program and test PCs for contracts and spares.
• Guide Technical Support Engineers on complex issues.
• Maintain technical documentation and share knowledge with Engineering/Development.
• Support root cause analysis and improvements for recurring issues.
• Ensure compliance with procedures, safety, quality and legislation.
• Supervise, direct and support the Technical Support team.
• Provide escalation guidance and techncial mentorship.
• Manage and maintain software platforms used by the team.
• Liaise with IT and providers for escalations and developments.
• Identify opportunities to improve system use and functionality.

Skills

PLC/automation experience

Supervisory/leadership

IT literacy

Driving licence

Education

Electrical Engineering qualification (NVQ Level 3 or equivalent)

Tools

JITBIT

TeamViewer

NetSuite

Job description

About Facultatieve Technologies

Facultatieve Technologies is a global leader in cremation and incineration systems, delivering environmentally responsible and technically advanced solutions to customers worldwide.

Guided by our mission - Leading with Integrity, Innovating with Purpose, Prioritising Sustainability - we design, manufacture and service high-performance systems trusted in over 20 countries. With more than 140 years of engineering heritage and a strong commitment to safety, quality and continuous improvement, we are proud to set the standard in our industry.

About the role

We are seeking a Technical Support Supervisor to join our team at Moor Road, Leeds. The role centres on providing hands-on technical support to customers and field engineers while supervising and coordinating the day-to-day activities of the Technical Support team. The role is responsible for managing workload, shift cover, annual leave, performance targets, KPIs and Technical Support systems, while ensuring established processes are followed and improvements are identified and implemented.

What You’ll Be Doing

• Take ownership of customer and field engineer technical issues through to resolution, ensuring timely communication and updates.
• Investigate, diagnose and troubleshoot technical and system issues, identifying effective solutions and escalating complex issues where required.
• Provide remote technical support by telephone, email, TeamViewer and other appropriate communication channels.
• Work closely with field engineers to support the investigation and resolution of on-site technical issues.
• Accurately log and maintain customer and technical support records using JITBIT, NetSuite and other relevant systems.
• Configure, program and test PCs for contract and spares requirements.
• Provide technical guidance to Technical Support Engineers on complex or escalated issues.
• Maintain technical documentation and knowledge-sharing materials and provide technical feedback to Engineering and Product Development.
• Support root cause analysis, corrective actions and improvements relating to recurring technical issues.
• Ensure technical support activities comply with company procedures, safety requirements, quality standards and relevant legislation.
• Provide day-to-day supervision, direction and support to the Technical Support team.
• Provide technical and operational guidance and act as the first point of escalation for team members.
• Manage and maintain the software platforms used by the Technical Support team, ensuring they meet operational requirements.
• Maintain accurate system records and liaise with IT and software providers where technical issues or developments require escalation.
• Identify opportunities to improve the use and functionality of Technical Support systems.

What We’re Looking For

Essential:

• Electrical Engineering qualification to a minimum of NVQ Level 3 Advanced Apprenticeship (or equivalent).
• Proven experience working within a technical, electrical, or industrial manufacturing environment.
• Proven experience working within a technical support function.
• Experience supporting PLC-controlled equipment and industrial control systems.
• Previous experience of supervising, coordinating or leading technical personnel.
• Experience managing workloads, priorities and competing demands.
• Strong IT skills and experience using technical support or business software systems.
• Full, clean UK driving licence.

Desirable

• Mechanical engineering knowledge or experience.
• Experience working within the cremation, incineration, or thermal processing industry.
• Experience with gas and/or oil-fired burner systems.
• Familiarity with Mitsubishi PLCs (Q Series, FX Series) and GX Developer/GX Works software.
• Working knowledge of SCADA systems.
• Understanding of ISO 9001 Quality Management Systems and associated procedures.
• Experience with TeamViewer administration.
• Experience with DoForms or similar form/workflow management systems.
• Experience with JITBIT or similar ticketing/helpdesk systems.
• Previous experience managing KPIs, performance targets or team objectives.

Working Pattern & Travel

Full time, 37.5 hours per week (Shift work).

Salary: £45,000-£55,000 per annum.

What We Offer

• 24 days’ annual leave, increasing with length of service, plus bank holidays
• Festive December shutdown
• An additional paid day off for your birthday
• Competitive pension scheme with company contributions matched up to 5%
• Company sick pay
• Life assurance at 6x your annual salary
• Health Shield wellbeing support and health care cash plan.
• Employee Assistance Programme (EAP) offering confidential advice and support
• Bi-annual access to an independent pensions advisor
• Electric vehicle salary sacrifice scheme
• Cycle to Work scheme
• Free on-site parking
• Dress Down Fridays
• The opportunity to work for a business with a strong commitment to sustainability and environmentally responsible practices

Inclusion & Diversity

• Facultatieve Technologies is committed to building a diverse and inclusive workplace where everyone feels respected, supported and able to thrive. We welcome applications from people of all backgrounds and believe that diverse perspectives strengthen our teams and support our continued success.