Technical Support Team Manager

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Technical Support Team Manager

Location: Ashbourne, Derbyshire

About MasterMover:

MasterMover is a leading provider of innovative electric tug solutions, revolutionising the material handling industry. With a commitment to delivering cutting-edge technology and exceptional customer service, MasterMover helps businesses across various sectors enhance their operational efficiency and safety.

Job Purpose:

MasterMover is seeking a dynamic and experienced Technical Support Team Manager to lead our dedicated technical support team. The ideal candidate will have a passion for customer service, a strong technical background, and exceptional leadership skills. As the Technical Support Team Manager, you will play a pivotal role in ensuring that our customers receive timely and effective technical assistance, fostering strong relationships and driving customer satisfaction.

Key Responsibilities:

• Lead and manage the technical support team, providing guidance, support, and mentorship to team members.
• Oversee the day-to-day operations of the technical support department, ensuring efficient handling of customer enquiries and technical issues.
• Develop and implement strategies to optimise the technical support process, including knowledge bases and escalation procedures.
• Collaborate closely with other departments, including sales, engineering, and product development, to resolve customer issues and improve product functionality.
• Monitor key performance metrics, such as response times, resolution rates, and customer satisfaction scores, and take proactive measures to continuously improve performance.
• Provide regular reports and updates to senior management on technical support operations and customer feedback.

Requirements:

• Bachelor's degree in engineering, computer science, or a related field.
• Strong technical background, with expertise in electromechanical systems preferred.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers and team members at all levels.
• Demonstrated leadership abilities, including the ability to motivate and inspire team members to achieve goals and deliver exceptional service.
• Strong problem-solving skills and the ability to think creatively to resolve complex technical issues.
• Ability to thrive in a fast-paced, dynamic environment and adapt quickly to changing priorities.