Current Career Opportunities At Campbell Scientific, Inc.
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
- 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.
- 1+ year(s) of experience in a similar role.
- Experience with ERP implementation and technical support processes.
Our Core Values (ARCTIC):
At Campbell Scientific, we believe in:
- 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!
Current Career Opportunities At Campbell Scientific, Inc.
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
- 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.
- 1+ year(s) of experience in a similar role.
- Experience with ERP implementation and technical support processes.
Our Core Values (ARCTIC):
At Campbell Scientific, we believe in:
- 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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