Head of Technical Support & Customer Care- Hi-Tech Products

Cubiq Recruitment Ltd
£45k - £50k pa + bonus + benefits + flexi working
07 Oct 2017
08 Nov 2017
Contract Type
Full Time
Head of Technical Support & Customer Care- Hi-Tech Products Location: Nottingham £45,000- 50,000 + bonus + benefits + flexi working Permanent Position I have a unique opportunity to join a Hi-Technology SME base in Nottingham. The company have developed and brought brand new technology to the market and have enjoyed success which has seen them double in size in the last 2 years. Due to an increase in productivity and customer demand they are looking to employ a Head of Technical Support & Customer Care. This is a varied role and will require a technical aptitude across hardware, electronics & software as well a strong customer relationship and management skills. Your key responsibilities include the following: - Manage and develop the technical support engineering team - Implement and develop aftercare and support processes - Manage technical support & aftercare proposition for the customer focusing on: Aftercare warranties, Out of Warranty Repair Service, Extended Service Plans, Accidental Damage Plans, Trade-In, Stock refurbishment and re-sale - Develop and manage technical aftercare support process including call handling times, response KPIs - Full financial responsibilities for this P&L including increasing revenues month on month - Develop operational and financial KPI's associated with the Technical Support Aftercare solutions being provided. - Ensure excellent customer service is provided to agreed customer SLAs, including maintaining customer relationships and care of any customer concerns or complaints quickly and professionally - Ensure service desk problems are resolved promptly and improve current service desk methods to increase productivity and customer service - Be accountable for Technical Support Aftercare revenue generation and margin - Build and manage key relationships with Customers to drive business growth - Work in line with the sales team to sell additions to aftercare packages - Collaborate with internal sales and marketing teams to optimise revenue and avoid channel conflict - Implement the Salesforce.com help desk application Experience Required - A high calibre individual with sound experience in customer support and aftersales care - Good technical engineering understanding across: mechanical, electronic & software - Experience working within an electronic product development environment - Experience working with non contact measurement systems is desirable - Experience or an understanding of GEO Spatial information technology is highly desirable - Experience with the implementation and management of support and aftercare processes - Experienced in setting and managing KPIs - Experience using SalesForce.com - Good commercial and financial acumen with experience managing budgets and Profit & Loss - Experience managing and coaching teams How to Apply: If you are interested in finding out more about this opportunity, please submit your CV via the link provided and I will contact you shortly for a confidential discussion. Cubiq Recruitment is recognised as a trusted supplier of permanent, contract and interim recruitment services to the technology and manufacturing sectors. Our teams of specialist recruiters operate across the following engineering and commercial disciplines; mechanical engineering, electrical engineering, controls & instrumentation, embedded software & electronics, quality & manufacturing, product design and project, programme & operations management.
This job was originally posted as www.jobsite.co.uk/job/959281071