Technical Support Manager

Department: Technical Support

Location: Pyronix Innovation Centre Doncaster

Closing Date: 06/01/2020

Contact: debrat@pyronix.com

MAIN PURPOSE OF ROLE

To manage the Technical Support department and to establish an excellent reputation with our customers by offering the highest level of Technical Support and training on new and existing company products.

 

PRINCIPLE ACCOUNTABILITIES

  • To manage the day to day running of the technical support department ensuring professionalism at all times.
  • Handling and managing technical support calls to help identify product problems and issuing appropriate advice and guidance. Close liaison with UK teams to ensure customer contact is well managed.
  • Monitor call performance to ensure that calls to Technical Support are dealt with in a timely and efficient manner. Produce call statistics in order to analyse trends.
  • Liaise with testing department in order to verify issues raised by customers providing full and accurate reports of potential problems.
  • Ensure appropriate logging of customer calls and logging of complaints to help identify trends with product related issues so that effective corrective action can be taken. This will include preparation of relevant reports.
  • Responsibility for the development programmes, tools and learning content to support the development of clients’ technical capabilities. You will have a practical approach to problems and be able to deliver solutions efficiently.
  • Review and sign off new product releases and updates. Liaise with product management teams.
  • Where relevant, prepare visit reports including client feedback.
  • To ensure all correspondence and queries from customers are dealt within an effective and prompt manner.
  • To prepare and conduct individual Contribution Agreement reviews with the Technical Support team. This will identify weaknesses, therefore offer mentoring or coaching in those areas.
  • Organise the building of product demonstration boards for UK and Export exhibitions, sales teams and customers.
  • Represent the company at exhibitions.
  • On occasions, carry out visits on site to identify and rectify reported faults or problems.
  • Any other task or duty you may be requested to do by your sales director.

 

EXCELLENT STAFF BENEFITS

If interested in this role please send a CV and cover letter to debrat@pyronix.com

No agencies please

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