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Our client, operating in the Defence & Security sector, is currently seeking a Technical Support Manager to join their team on a permanent basis. This role is integral in ensuring exceptional customer experience by providing technical support and managing demonstration assets, particularly radar systems. Reporting to the COO, you will collaborate closely with various teams to deliver seamless support and training.
Key Responsibilities:
- Provide first-contact resolution for technical issues, achieving agreed response times to minimise downtime
- Ensure demonstration equipment and radar sites are operational at least 90% of the time and maintain compliance with OFCOM licences
- Maintain a robust RMA process that meets compliance standards and provides accurate reporting for continuous improvement
Job Requirements:
- Strong technical experience with radar or security sensor systems
- Proactive problem-solving capabilities and ability to lead cross-functional projects
- Maintain transparency, integrity, and adaptability in dynamic environments
- Strong interpersonal skills and proven success in customer-facing roles
- Excellent communication skills in English and ability to adapt to cultural differences
- Degree or equivalent qualification in a relevant technical subject
- Full UK driving licence and willingness to travel domestically and internationally
- Desirable: Education and Training award level 3 minimum or equivalent teaching qualification, IOSH Managing Safety or equivalent qualification (or willingness to obtain the same)
Key Measures of Success:
- Customer satisfaction score of at least 90% following demonstrations and training
- Consistently meeting agreed SLA response times to customer issues
- Radar demo sites operational at least 90% of the time for demonstrations and training
- Accurate tracking of income and expenditure for the support function
Benefits:
- Opportunity to work in a leading company within the Defence & Security sector
- Professional development and training opportunities
- Supportive and collaborative work environment
- Employee benefits package
If you have significant experience in technical support and asset management within the Defence & Security sector, we would love to hear from you. Apply now to join our client's dynamic and talented team.
