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A leading electronics manufacturing are a global presence and a strong commitment to innovation are recruiting are a strategic leader with a passion for customer satisfaction and a track record of excellence in technical support. Serving a diverse range of industries, including automotive, aerospace, telecommunications, and more, they are at the forefront of technological advancement.
As the Head of Global Service and Support, you will have a unique opportunity to establish and lead a new department dedicated to ensuring customer satisfaction and delivering high-quality technical support services across international markets. You will recruit and guide a team of support professionals, develop strategic initiatives, and foster collaborative relationships with customers and external vendors.
Key Responsibilities:
- Develop and execute strategies to meet global customer needs and enhance efficiency and effectiveness of support operations
- Collaborate with cross-functional teams to improve customer service and resolve escalated customer issues with product and engineering teams
- Implement measures to prevent recurring issues and boost satisfaction
- Develop and maintain support standards, policies, and procedures
- Regularly update documentation to align with industry best practices
- Contribute to organizational goals, policies, and procedures
- Collaborate with sales teams to create programs that support strategic goals
- Utilize technical support to drive sales growth and improve customer relationships
- Track and monitor key performance indicators for satisfaction, sales, and quality
- Generate reports for "Proof of Value" projects to aid in sales forecasting
- Provide data analysis and insights for strategic planning
- Lead and manage the support team, providing coaching and feedback
- Set performance goals, conduct evaluations, foster a collaborative culture, and promote skill enhancement
Experience required:
- Bachelor's degree in engineering, computer science, or a related field
- Proven experience in a leadership role within the test and measurement industry, with a focus on global service and support
- Experience in establishing a new group and/or department
- Familiarity with CRM systems
- Demonstrated ability to manage customer relationships and resolve complex issues effectively
- Experience in developing and implementing service level agreements (SLAs) and performance metrics
- Proven track record of driving continuous improvement and achieving organizational goals
- Strong analytical skills and proficiency in data analysis and reporting
Benefits:
- 25 days annual leave, plus bank holidays
- Life Insurance
- Corporate membership at the local gym and spa
- Quarterly Team building budget for nights out/lunches, etc.
- Employee wellbeing and mental health
- Paid company social events such as a summer festival and Christmas party
If you feel like you meet the above criteria, are based in Colchester or the surrounding area & would like to be considered for this Head of Global Service and Support position, please apply with your CV, and contact Mark at Prime Appointments for a confidential chat.
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