Technical Support & Training Manager

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Are you passionate about delivering exceptional technical support and empowering others through training? Do you thrive in a dynamic environment where innovation and customer satisfaction are at the heart of everything you do? If so, Tate Recruitment would like to hear from you. We are supporting a client in Blackburn with their Technical Support & Training Manager vacancy. You will be based out of the client's Blackburn offices, with occasional off-site travel. Salary is approx. 45,000.

This company is built on a foundation of unrivalled product quality and outstanding support. As they continue their ambitious growth journey, they are looking for a Technical Support & Training Manager to help drive business acceleration by enhancing customer experience and product offering.

Why Join Then?

• Be part of a diverse, dynamic and fun team that challenges the status quo with fresh ideas and creativity.
• Play a crucial role in shaping the future of a growing sector within an international engineering group.
• Enjoy a competitive benefits package and a workplace culture that values innovation and continuous learning.

The Role

The Technical Support & Training Manager role is a fantastic opportunity for a motivated and skilled technical professional to provide outstanding support and training to both customers and employees. You will be the voice of the customer, helping to drive product and feature enhancements while ensuring users get the best experience possible.

Key Responsibilities

Technical Support

• Lead and manage the technical support team to deliver exceptional customer service via phone, email and online chat.
• Troubleshoot and resolve complex technical issues efficiently, ensuring customer satisfaction.
• Work cross-functionally to improve product offerings and enhance customer experience.
• Stay updated with product developments to provide informed and effective support.
• Recommend alternative solutions, including product warranties and services, to best meet customer needs.
• Interpret electrical schematics, wiring diagrams and plumbing systems to support customers effectively.
• Support the Sales team by providing commercially viable solutions aligned with business growth objectives.

Customer Training:

• Develop and deliver engaging technical training courses for customers.
• Create user-friendly training content for both beginners and advanced users.
• Organise workshops and classroom-style training to ensure knowledge retention.
• Gather and act on customer feedback to continuously improve training programs.

Employee Training:

• Conduct skills gap analyses to tailor training to individual and team needs.
• Coach and mentor team members to foster a culture of learning and high performance.
• Ensure all new hires receive comprehensive technical training on our products.
• Track and measure improvements in employee performance post-training.
• Set and monitor KPIs to drive continuous improvement.

What You Bring to the Team

• HNC/HND and/or Engineering Degree in a relevant field.
• In-depth knowledge of smart thermostats or similar electrical products.
• Proven experience in technical support, training, or a similar leadership role.
• Exceptional communication skills, able to simplify technical jargon for diverse audiences.
• Strong leadership and problem-solving capabilities.
• A self-motivated, proactive approach with a passion for learning and innovation.
• The ability to inspire and motivate a team to achieve outstanding results.

What They Offer

• The opportunity to shape the future of an exciting and growing industry.
• A collaborative and supportive team that values innovation and personal growth.
• A competitive benefits package tailored to recognise your skills and contributions.

If you're ready to take on an exciting challenge in a company that values technical excellence and customer satisfaction, apply today by attaching your CV.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.