Technical Support & Training Manager

Kemp Recruitment Ltd; Cambridgeshire and Peterborough; On-site; GBP 45,000; Full time

Job description

Job Opportunity: Technical Support & Training Manager
Location: Based in St Neots - Travel with the role to various locations
Salary: £45,000.00

Job Description:

My client is seeking a highly skilled Technical Support & Training Manager to lead and coordinate the product support activities across all divisions of the company. This role focuses on enhancing customer aftermarket support, developing the dealer network, and ensuring high standards of service delivery.

Key Responsibilities:

1. Lead and manage technical product support and training for dealers, service centres, and end-user customers.
2. Enhance systems and methods for UK dealers and service providers to meet and exceed standards set by the company.
3. Collaborate across all divisions to create and monitor dealer performance indicators.
4. Oversee warranty management, field service teams, and technical support training, ensuring timely responses based on demand and available resources.
5. Act as the main point of contact for OEMs regarding product technical issues, ensuring timely communication to the sales and service teams.
6. Manage and deliver technical support activities, including reporting and technical claims for key account customers.
7. Ensure smooth operation of the warranty system and provide updates for future developments.
8. Support dealer and service centre training events, including online learning tools and workshops.
9. Work with the Parts Department to identify spare parts requirements for service bulletins.
10. Manage service marketing campaigns in collaboration with the Marketing Manager and PR agency.

Skills & Experience Required:

1. Proven experience in a technical support or product management role, ideally within machinery or equipment industries.
2. Strong leadership skills, with the ability to manage multiple teams and stakeholders effectively.
3. In-depth knowledge of warranty processes, technical support, and product development.
4. Familiarity with systems such as warranty and service bulletins.
5. Excellent communication skills and the ability to work with internal and external stakeholders.
6. Experience managing budgets, resources, and training programs.
7. Knowledge of Health & Safety regulations and best practices.

Benefits:

1. Competitive salary with performance-related incentives.
2. 25 days holiday + bank holidays.
3. Comprehensive training and development opportunities.
4. Company pension scheme.
5. Staff discounts on products.
6. Company vehicle and other benefits.