Technical Support Team Leader

SRT Marine Systems plc; Midsomer Norton; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading marine technology company in Midsomer Norton is seeking a Customer Support Team Leader. This role involves leading a high-performing team to deliver exceptional customer service and support related to marine electronics. The successful candidate will improve service delivery, address complex issues, and contribute to team development. This position offers a competitive salary, a hybrid work model, and a commitment to innovation and quality.

Benefits

Matched pension contributions up to 5%

25 days annual leave (rising to 28 with service)

Private health care

Flexible working opportunities

Development and training programmes

Qualifications

• Proven experience in customer support or technical service team leadership.
• Experience with marine electronics and effective service delivery.
• Hands-on experience with service management platforms.

Responsibilities

• Lead the Customer Support Team to achieve performance goals.
• Monitor daily operations and service level adherence.
• Provide support in escalated technical cases.

Skills

Leadership in customer support

Marine electronics installation

Problem-solving skills

Communication skills

Tools

Zendesk

Service management tools

Job description

Overview

Join Us at SRT Marine Systems as a Customer Support Team Leader – Transceiver Support

Location

Location: 3 day per week / Hybrid – Midsomer Norton Office

About the Company

SRT Marine Systems plc (SRT) is a market leader in international marine surveillance technology and systems. We are respected, established and an ambitious multi-national company headquartered in the UK with a global customer base. The company has a global impact in the marine domain by leading the next generation of maritime domain awareness technologies, products and systems that significantly enhance security, safety and environment protection and sustainability. Our customers are worldwide and range from the largest national coast guards to individual vessel owners. SRT is an exciting company where high quality results are rewarded. We are ambitious and are constantly seeking to innovate to deliver better products and services to our customers. We strive to make SRT a rewarding and challenging place to work where talented hard-working individuals have the opportunity to make a real impact across the marine world.

About the Role

This is a leadership role responsible for managing and developing the Customer Support Team (CST) to deliver exceptional service to our global customer base, including end-users, dealers, and distributors. The Team Leader will ensure that service levels are consistently achieved, processes are continually improved, and the team is equipped with the skills, tools, and guidance required to provide outstanding support. While the primary focus is on people leadership and service delivery, the role also carries direct technical accountability. The Team Leader will act as the point of escalation for complex issues, applying technical expertise in marine navigation electronics to support the team in resolving challenging cases and ensuring customer confidence.

What You’ll Be Doing

• Lead, coach, and develop the Customer Support Team to achieve individual and collective performance goals.
• Drive adherence to Service Level Agreements (SLAs) and ensure a consistently high-quality customer experience.
• Oversee daily operations of the CST, monitoring case volumes, response times, and resolution outcomes.
• Provide hands-on support in escalated technical cases, offering guidance and resolution for complex customer issues.
• Implement and evolve digital support tools (e.g., Zendesk, AI-powered knowledge bases) to enhance efficiency and self-service capabilities.
• Identify and execute opportunities for process improvement, ensuring scalable and efficient support delivery.
• Collaborate closely with Product Management to feed customer insights into product development and documentation.
• Ensure training, onboarding, and ongoing skill development of the team to maintain technical and service excellence.
• Maintain awareness of industry standards (e.g., NMEA 0183/2000, VHF/DSC, AIS, GPS, radar integration) to support both the team and customers effectively.

What You’ll Bring

• Proven experience in leading and developing high-performing customer support or technical service teams.
• Experience with marine electronics installation, integration, or technical support (AIS transceivers, VHF radios, chart plotters, radars).
• Demonstrated ability to manage service delivery against SLAs and drive operational improvements.
• Hands-on experience with service management platforms (Zendesk preferred) and understanding of ITIL practices.
• Strong problem-solving skills, with the ability to diagnose complex technical issues and support the team in resolving them.
• Ability to write and review clear, concise technical documentation and knowledge articles.
• Confident communicator, able to engage with both technical and non-technical audiences.

Our Values at SRT Marine

Ambition – Aspiring to lead in maritime domain management.

Innovation – Driving improvement through creativity and forward-thinking.

Quality – Committing to high standards in performance and reliability.

Responsibility – Being individually accountable and team-driven.

Team – Collaborating openly with colleagues, partners, and customers.

Why Join Us?

• Work on mission-critical maritime surveillance systems used worldwide.
• Be part of an ambitious, innovative, and supportive team.
• Make a direct impact on global maritime safety and sustainability.
• Enjoy flexible hybrid working.
• Competitive salary and benefits, including:
• Matched pension contributions up to 5%
• 25 days annual leave (rising to 28 with service)
• Private health care
• Flexible working opportunities
• Development and training programmes

SRT Marine plc is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and welcome applications from all backgrounds.