We are seeking a motivated Technical Support Team Leader to manage the delivery of our technical support service across the EU region. This role offers an exciting opportunity to lead a dynamic team, ensuring high‑quality service delivery and continuous improvement.
Role Overview
The Technical Support Team Leader is responsible for managing technical support engineers in the UK and EU offices, ensuring timely and high‑quality support for Campbell Scientific customers. This role involves:
- Overseeing the technical support service, ensuring efficient response and resolution times.
- Monitoring customer satisfaction and implementing improvement actions.
- Contributing to the implementation of global technical support processes and ERP software rollouts.
- Providing presales technical support and assisting in tender responses.
- Managing complex system projects from design to completion.
Key Responsibilities
- Team Management:
- Lead and manage the technical support team, including recruitment, onboarding, training, and performance management.
- Schedule staff availability to handle support queries between 08:00 – 18:00 GMT on weekdays.
- Conduct objective setting, appraisals, and salary reviews.
- Technical Support & Customer Service:
- Monitor and improve customer satisfaction and effort metrics.
- Oversee key account service reviews and customer feedback collection.
- Lead case review sessions and implement training based on lessons learned.
- Investigate and coordinate responses to customer complaints.
- Process & System Implementation:
- Work with the global leadership team to implement technical support processes and metrics.
- Define support instructions for new products and services.
- Technical Assistance & Project Management:
- Provide direct customer support via phone, web, and email.
- Troubleshoot various communication methods such as Ethernet, serial, satellite, radio, and cellular.
- Identify commercial opportunities within technical support cases.
- Support sales engineers with presales technical advice and tender documentation.
- Create and test CRbasic programs for systems and solutions using Campbell Scientific loggers.
Required Skills & Experience
- Essential:
- Demonstrated leadership and team management skills.
- Strong technical support experience, preferably in instrumentation or communication systems.
- Customer‑focused approach with excellent problem‑solving abilities.
- Ability to manage multiple tasks and priorities effectively.
- Strong communication and stakeholder engagement skills.
- Willingness to travel within the UK and overseas as required.
- Desirable:
- 1+ year(s) of experience in a similar role.
- Experience with ERP implementation and technical support processes.
Our Core Values (ARCTIC)
- Accountability: Delivering on commitments and working together to overcome challenges.
- Respect: Fostering a culture of trust and humility.
- Client Centricity: Providing exceptional experiences to our customers.
- Teamwork: Collaborating to achieve our goals and celebrating team successes.
- Innovation: Driving creativity and continuous improvement.
- Continual Improvement: Embracing learning and growth to enhance our products and services.
How To Apply
For further information or to apply, please contact Sarah Hanna – HR Manager.
Join us at Campbell Scientific and make a difference in delivering technical support!
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