Technical Support Manager

Position – Technical Support Manager

Location – Kelso

Salary/Package – 50,000k – 55,000k (Negotiable) 40 – Hour week, Remote/Office/On-site, flexible working week (4- or 5-day week)

Client

Specializing in chlorine dioxide (ClO2) technologies for water treatment, hygiene, and biosecurity. Operating globally, the company produce simpler, easy-to-use chlorine dioxide products and systems. A range of chlorine dioxide generators and dosing systems, catering to various volumes and applications. We cover multiple sectors such as agriculture, drinking water treatment, food and drink processing, healthcare, industrial wastewater, and reverse osmosis systems.

Purpose of the role

Leading the technical support team; designing and implementing customer centric solutions. Managing the resolution of technical support requests from internal and partner sources; overseeing technical training to internal users and distribution partners, supervising site surveys.

This role involves collaborating with other teams such as Commercial, Site Service and R&D to continuously improve technical processes and products, manage resources, and ensuring that all technical service operations are aligned with the company’s objectives and customer needs.

Responsibilities

• Lead, mentor, and manage a team of Tier 3 Senior Project Engineers.
• Oversee the technical support process to ensure timely and effective resolution of technical tickets raised by Commercial, Operations. Service or Quality teams.
• Manage escalations and ensure critical issues are addressed promptly.
• Monitor key performance indicators (KPIs) to ensure service quality and efficiency.
• Work with the Commercial team to understand the site-specific requirements.
• Carry out site surveys, recording the results and considering all requirements for Solution Design.
• Work closely with other departments such by Commercial, R&D, Operations. Service and Quality teams to ensure seamless support delivery.

You must have or hold

• Bachelor’s degree in engineering or a related field. A master’s degree is a plus.
• Experience of Engineered Water Treatment systems, ideally ClO2 technology.
• Proven experience in a technical support or service management role, preferably in a managerial position.
• An understanding of relevant legislation, regulations, and industry standards

Progression through the company is possible, with in-depth experience of the role being an advantage, but not essential as full training will be provided where required.

If you are interested in this new and exciting opportunity with a growing company, then call Ben Gibson on the listed number or ideally email with your current CV. SER-IN