Terry Parris Associates Ltd
Technical Support & Service Manager
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Job Title: Technical Support & Service Manager
Location: Lewes, East Sussex
Salary: £50,000 plus discretionary company performance bonus
Working Pattern: Full-time, office-based, five days per week; UK site visits and occasional international travel
TPA Recruit is supporting an established global technology manufacturer in the search for a Technical Support & Service Manager to lead its UK Technical Support function.
This is a hands-on leadership role managing a team of approximately eight Support Engineers across hardware, software and connected systems. The successful candidate will combine strong technical aptitude with customer-facing management experience, taking ownership of escalated issues while improving service quality, team performance and support processes.
Key Responsibilities
- Lead the UK Technical Support team, planning workload, priorities, performance and technical development.
- Provide hands-on technical leadership for complex hardware, software, installation, configuration, networking and connectivity issues.
- Improve support, warranty, repair, servicing and escalation processes using ticket, performance and customer data.
- Manage installation and retrofit activity, coordinate root-cause investigations and work across Engineering, Software, Production, Repairs, Sales, Finance and Account Management.
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Experience Required
- Previous experience managing a team in a customer-facing technical support, engineering, field service or systems-support environment.
- Strong technical aptitude with practical knowledge of networking and connected systems, including IP addressing, Ethernet, routers, mobile communications and remote connectivity.
- Proven experience investigating complex or recurring technical issues while managing customer escalations and communicating confidently with stakeholders at all levels.
- Relevant engineering, electronics or technical qualification, or equivalent practical experience; a full UK driving licence and willingness to travel are required.
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Why Join This Business?
- £50,000 salary plus a discretionary company performance bonus.
- 25 days annual leave, increasing with service up to 30 days, plus bank holidays.
- Private medical insurance, 6% employer pension contribution and Employee Assistance Programme.
- Lead and develop an established technical support team during a period of growth, technological change and service improvement.
- Work across hardware, software and connected products with genuine scope to improve processes, customer experience and technical capability.
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