UK Technical Support Manager

You will be tasked with leading the UK Technical Support team and ensuring the delivery of excellent and consistent support to our UK customers. You will also work closely with the Head of Support for EMEIA on tasks that affect the whole EMEIA region support teams. Here are the responsibilities for the UK Technical Support Manager role:

• Develop and Implement Strategic Initiatives: Lead the development and implementation of strategic initiatives aimed at improving customer satisfaction and operational efficiency. This includes identifying areas for improvement, setting goals, and measuring progress.
• Drive Innovation: Encourage and drive innovation within the team by fostering a culture of continuous improvement and staying updated with the latest industry trends and technologies. Implement new tools and processes that enhance the team's capabilities and service delivery.
• Collaborate with Cross-Functional Teams: Work with the Head of Support to engage with other departments such as marketing, sales, and product development to align technical support strategies with overall business objectives. This ensures that the support team is contributing to the company's growth and success.
• Customer Relationship Management: Develop and maintain strong relationships with key customers to understand their needs and expectations. Use this information to tailor support services and improve customer satisfaction.
• Leadership and Team Development: Focus on developing the leadership skills of team members and creating a succession plan to ensure the long-term success of the support team. Provide regular training and development opportunities to enhance the team's skills and knowledge.
• Strategic Planning and Reporting: Regularly review and update the support team's strategic plan to ensure it aligns with the regions goals. Provide detailed reports on the team's performance and progress towards strategic objectives to senior management.
• Direct Reports: The individual will have direct reports and will be responsible for managing the UK team, their workloads, and day-to-day support requirements.
• Training and Development: Implement and manage training and development plans for the team to ensure all members have the required skills and product knowledge.
• Integrations: Enhance the team's knowledge of the various traka packaged integrations and UK Partner Programs in order for them to support customers better.
• Enhance Team Skills: Enhance the team's skills to allow them to confidently provide more in-depth support and thereby a better, more satisfactory customer experience.
• Documentation Management: Ensure documentation being used by technical support is up to date and accurate and create any new documentation that will help the team perform their duties successfully.
• Technical Assistance: Work with the Senior Technician to provide assistance to the team with support works orders where a higher level of knowledge is required.
• Customer Sessions: Join remote sessions with customers where more detailed investigation is needed.
• Issue Escalation: Engage with the EMEIA support team to escalate any issues that need to be investigated further and follow through with them any development or bug fixes that are required.
• Internal Representation: Represent the UK support team at internal meetings as required.
• Process Improvement: Work with the Head of Support for EMEIA to find and implement new processes and procedures that will benefit the team.
• Team Cohesion: Assist the Head of Support in developing and maintaining a cohesive EMEIA technical team that functions as one, sharing best practices and systems.
• Reporting: Provide brief monthly reports on statistics for UK Support activities as requested
  
  We are dedicated to satisfying end-user needs for security, safety and convenience. We are always looking for talented, energetic people with integrity and the desire to succeed. We are an equal opportunity employer offering competitive salaries and benefits in a team environment where you can freely speak across teams and departments to seek help and guidance., Experience in technical support management
• Experience in training, knowledge sharing, and process flows
• Ability to fully install and configure trakaweb and the integration engine
• Embedded platform experience e.g. Windows & Linux
• Experience with supporting bespoke software solutions
• Experience with supporting general IT or bespoke networked hardware solutions
• Knowledge of API's
We are looking for bright, motivated and passionate people to join our team

Originally, the manufacturer of one of the world's first electronic key management systems in 1990 - we are now world leaders in innovative technology for sophisticated, intelligent key management systems and locker solutions. We operate in a wide variety of channel markets such as Government, MOD, Prisons, Fleet, Distribution Centres, and Data Centres etc. When you drop your keys off at a car dealership, your child takes their laptop from their locker at school or end up feeling ill and going to A&E, you will find our solutions in use. Our products can be bought off the shelf all the way up to solutions for blue-chip and every day recognisable companies. Traka became part of ASSA ABLOY in April 2012, who are a more than 45 billion SEK organisation and the world's leading manufacturer and supplier of door opening solutions, meeting tough end user demands for safety, security and convenience. ASSA ABLOY products can be seen and used everywhere you go in your daily life from brands such as Yale, Chubb and HID. In January 2019 Traka became part of the Global Solutions division of ASSA ABLOY which allows Traka to grow further globally, including Cloud technologies., We are the ASSA ABLOY Group Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces - physical and virtual - safer, more secure, and easier to access. As an employer, we value results - not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions - supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it's important to us to have diverse, inclusive teams, and we value different perspectives and experiences. Olney, ENG, GB, MK46 5EA Engineering & Science Travel Required: 0%-10% Entry level 08-Nov-2024