Head Of Customer Support & Service

Overview

Location:

Cambridge (CB24)

Type:
Permanent

Hours:

40 hours per week (Monday to Friday) - flexible options available

Salary: £50,000 - £60,000 depending on experience

Job Reference: 36042

Our client is seeking a Head of Customer Service and Support to join their busy team based just outside of Cambridge. The Head of Customer Support and Service will oversee all pre- and post-sales technical support activities across the business, ensuring customers, distributors and retail partners receive an exceptional service experience. The successful recruit will lead the technical support and service team, manage fault diagnosis and repairs, develop support documentation and act as a key interface between engineering, product management and sales teams.

• Lead and coordinate all customer support and service operations
• Manage UK-based service technicians and provide mentorship to overseas technicians
• Oversee troubleshooting, diagnostics and repair of returned products
• Act as the escalation point for complex technical issues and customer system troubleshooting
• Analyse support data and report insights to engineering, product and sales teams to drive customer service improvements
• Track support requests and feedback product improvement suggestions
• Support new product testing and software updates from a service and user perspective
• Oversee the development of service manuals, troubleshooting guides and support documentation
• Provide diagnostic assistance to authorised service partners
• Monitor field returns, supplier quality and recurring product issues
• Manage spare parts requirements and service stock levels

• Technical background in electronics or electrical engineering (HNC/HND, degree or equivalent experience)
• Experience in electronic system troubleshooting and fault diagnosis
• Experience managing or supervising technical teams
• Experience in a customer service setting
• Strong communication skills with the ability to explain technical issues clearly
• Strong IT literacy including Microsoft Office;
  Zendesk or similar ticketing systems desirable
• Logical, methodical problem solver with a customer-focused approach

Please contact us as soon as possible for more details or apply below