Technical Support Manager
Location: London, E15 2HU
Reporting to: CEO
Line management: 2 Technical Support Engineer
About Recycleye
Recycleye uses AI-powered robotics to improve recycling performance and help build a circular economy. Our systems run on live industrial sites, where operational reliability, clear processes, and strong customer relationships are essential.
The Role
This role owns the operational performance of deployed Recycleye systems and the technical support function. You will ensure customers’ sites run reliably day-to-day, issues are resolved quickly, and support activities are well-planned, tracked, and continuously improved.
The role is highly hands‑on and customer‑facing, with responsibility for supporting operations, incident management, site coordination, and process ownership, alongside line management of a small support team.
Key Responsibilities
Operational System Oversight
- Own daily operational health checks across customer sites using video, dashboards, and reports.
- Proactively identify risks, degradation, and recurring faults before they impact performance.
- Coordinate corrective actions with customers and on‑site engineers.
Incident & Issue Management
- Lead resolution of live operational issues, from short interventions to complex, multi‑day investigations.
- Track recurring issues and drive permanent fixes in collaboration with engineering and suppliers.
- Ensure root causes and corrective actions are clearly documented and followed through.
Support Operations & Planning
- Own Jira ticket lifecycle: prioritisation, tracking, closure, and reporting.
- Plan and coordinate site visits, including preparation, remote support, and post‑visit follow‑up.
- Plan and execute rolling software and hardware updates across customer sites.
Team Leadership
- Line manage and develop 2 Technical Support Engineers.
- Balance workload, remove blockers, and ensure consistent support quality.
- Train the team on updated processes, tools, and ways of working.
Suppliers, Spares & Documentation
- Manage spare parts usage, logistics, and re‑ordering.
- Maintain operational and technical documentation and training materials.
- Coordinate Fanuc post‑sales activities, including PPM planning, emergency support, and invoice validation.
Skills & Experience
- 5–7 years experience in operations, technical support, field service, or industrial environments.
- Strong operational mindset with the ability to prioritise, plan, and execute under pressure.
- Comfortable working with customers in live production settings.
- Experience with Microsoft Office Tools especially Excel.
- Comfort with software systems and ability to learn basic networking and linux.
- People management experience.
Salary & Benefits.
- Pension contribution in line with UK auto‑enrolment.
- Unlimited holiday, yes really.
- Hybrid working, 3 days in office, 2 remote.
- Opportunity to work on high‑impact technology driving environmental change.
#J-18808-Ljbffr