Job Description
JOB PURPOSE (ROLE DEFINITION):As the Group Head of Technical Support, you will lead and manage our Technical Support Team, ensuring that we provide exceptional support to our clients and maintain high levels of customer satisfaction. You will be responsible for driving the technical support offering and revenue through developing and implementing technical support strategies, improving processes, and fostering a culture of excellence within the team. This role offers an exciting opportunity to shape the future of our technical support function.MAIN DUTIES AND RESPONSIBILITIESLead and manage all Group Technical Support including in-house and field-based Technical Support activities.Develop a Technical Support departmental plan that aligns with Group strategy and goals.Improve operational efficiencies of the Technical Support departments, including both in-house and field-based servicing.Drive revenue growth in line with Group targets through the development and marketing of comprehensive Technical Support packages.Develop excellent service training packages, both domestically and internationally, ensuring compliance requirements for training on medical products are met.Ensure excellent customer service through the Service Team.Manage the Group budget for Technical Support, including spend and forecasting.Oversee the day-to-day operations of the Technical Support team, ensuring timely and effective resolutions of client issues.Set, monitor, and analyze KPIs to assess effectiveness and identify areas for improvement.Collaborate with cross-functional teams including Product Management, Customer Experience, Quality & Regulatory, Marketing, Sales, and Supply Chain.Ensure close collaboration between field service and our sales team to meet customer requirements.Lead and mentor a team of technical support professionals, fostering a culture of positivity and continuous improvement.Implement and maintain support management systems and tools to enhance operational efficiency.Drive continuous improvement initiatives to optimize support processes and improve customer satisfaction.Ensure compliance with industry regulations, data privacy standards, and company policies.Manage relationships with vendors, consultants, and external partners for quality service delivery.Stay up-to-date with industry trends and best practices.Set strategic pricing, SLAs, and contracts, collaborating with the wider commercial team.Participate in external/internal audits to ensure compliance with relevant standards.Report on KPIs and key projects monthly to line manager.Ensure adherence to the Group’s Quality policy and objectives.Maintain up-to-date knowledge of health and safety procedures and regulations.MANAGEMENT RESPONSIBILITIESHead of Technical Support Services (Management of 7 employees: 6 in-house engineers, 1 Warehouse Operative).Field Service Manager (Management of 5 field service engineers).Service Manager – Ireland (Management of 1 field service engineer). #J-18808-Ljbffr