Head of Technical Support & Customer Care HiTech Products
£45,,000 + bonus + benefits + flexi working
I have a unique opportunity to join a HiTechnology 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, TradeIn, Stock refurbishment and resale
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 KPIs 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
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. Advertised through Zoek 2134c796bf644db6b6320