Head of Technical Services / Technical Services Manager
Do you have IT / Engineering experience?
Do you come from a service, hardware repairs background?
Do you have experience repairing smart phones, tablets, PCs, Servers or similar IT devices?
Are you looking for an exciting new challenge?
Location: Bromsgrove, Worcestershire.
Paying £45,000 - £60,000 basic salary, depending on experience.
20 days holidays, increasing after each year of service, plus bank holidays.
Mileage / expenses.
This is a permanent full-time position.
Generally, requires 37.5 hours per week and approximately 30 days of travel annually.
Working conditions are similar to most electronic service centre/office environments.
Working hours are usually 9-5, however flexibility can be offered.
About The Company and Job Role:
A fantastic opportunity to work amongst a close-knit team, and working for a specialist company who design, manufacturer, repair and maintain rugged handhelds and tablets within the Midlands, with a turnover of £50 million.
This is an office-based role, and you will be reporting directly into the MD and heading up a team of 2-3 other members of staff.
You will take on the role of Technical Service Manager and offer pre and post sales support to channel partners, businesses and end-users, lead, manage, mentor, supervise and oversee the technical support and repair/service centre operations.
This is a hands-on role and in addition to leading our dedicated team, the role involves supporting existing clients with requests for technical assistance (hardware, software, communications) and repairs, as well as creating and presenting reports to management, with a view to improving service levels and customer satisfaction.
Do you have experience working for Leica, Hexagon, Trimble, Korec? We'd be very interested to hear from you.
Lead, manage, mentor, supervise and oversee the technical support and repair/service centre operations team.
Design, implement, monitor and report on support strategies and plans to improve performance.
Troubleshooting and customer support with software and hardware related issues via telephone, email, or site visits.
Direct and properly use and maintain common troubleshooting test equipment such as oscilloscope, function generator, DVM / DMM, precision voltage source.
Checkout, calibration, and validation testing new and used products.
Database entry and use of company databases to log information and follow processes (e.g., MAX, eSynergy, RMA System, Mantis, ECO Manger, and Quality System).
Building test fixtures.
As required undertake hardware repairs.
Reading and interpreting complex electronic design schematics and PCB layouts.
Troubleshoots and debugs specialty product to component level and all other products to assembly level.
Service department representative for new product design meetings. Engineering project department representative. May include beta test coordinator or assist in the test of new software applications and hardware.
Shipping loaner equipment to customers.
Initiates Enterprise Change Requests (ECR's) and Improvement Requests (IR's).
Perform alpha and beta testing of products, reports areas for improvement, and records technical information that will aid future customer support with the product.
Issuing Return Material Authorization (RMA) numbers for product to be returned for repair.
Ability to train future Level I and Level II technicians.
Review and make additions or corrections to repair procedures. Ensure that procedures are accurate and well documented (according to ISO requirements).
Troubleshoots and debugs all defective products (including legacy products) to component level.
Prepares and conduct training for repair certification, along with conducting customer training via webinars and on-site.
Assemble and test "special" applications for customers which may include working with an engineer on a design of a product (may include programming).
Create and write technical documents and FAQs based on customer support questions and be responsible for ensuring that requested tech notes, FAQ's, software updates, and all other files or additional service information for customers is accurately posted online in a timely manner.
Strengthen business relationships with end-users, Resellers, and OEM's.
Learn customer applications and how our products can meet client's needs.
Collaborate with sales personnel and clients to help develop new sales opportunities.
Attend and participate in various trade shows, factory training seminars, and on-site training.
All other duties as assigned by supervisor.
Ideal Person Skills & Qualifications:
You will have / be:
Pre and post-sales support experience in a similar role.
An IT / engineering background.
Excellent communications skills via phone, email, and face to face.
Experience of creating and implementing technical support strategies and plans to manage existing resources, equipment and budgets.
A bachelor’s degree in a computer science discipline or other technical field (i.e., electronic engineering)
At least 5 years of experience working in a customer service centre environment.
Over 3 years of leadership experience (i.e., formal supervisory or management responsibility).
Requires some experience in soldering both through hole and surface mount components.
Printed circuit board troubleshooting and repair to component level as well as reading and interpreting schematics and diagrams.
Basic knowledge of electronics (Ohm’s law, Kirchhoff’s law, etc.).
Basic Knowledge of microprocessor systems (CPU, RAM, EPROM, system clocks, digital power supplies, logic gates, GALS, PALS, and UARTS).
Working knowledge of analog circuits (voltage dividers, full / half / quarter bridge strain gage circuits, op-amps, RC filters, etc.).
Very good knowledge of Android and Microsoft Operating Systems & Office tools.
Computer programming/software development skills – desirable not essential.
German and or French language speaking skills – desirable not essential.
Please click on the apply now button.
The industry (Key Words): IT jobs, technical jobs, head of technical jobs, technical services manager jobs, software jobs, tech jobs, hardware jobs, service centre jobs, IT service centre jobs.