Technical Services Manager
Nelson
Permanent, full-time
Competitive salary + Company car + Company Benefits
We are looking for a Technical Services Manager to lead the support and service function for our connected device ecosystem - managing customer support cases, remote diagnostics, and field escalations for deployed connected hardware. You'll oversee a small team of technical specialists, ensuring customers receive fast, accurate resolutions and an excellent service experience. You'll also work closely with product, software, and engineering teams to identify recurring issues and feed insights back into product improvements. This is a key operational role bridging engineering, data, and customer operations.
More about the role:
Team & Process Management
* Lead and mentor the technical support team, ensuring effective prioritisation and problem-solving
* Develop and maintain support processes, SLA targets, and knowledge base documentation
* Coordinate with engineering for escalations, root cause analysis, and corrective actions
* Ensure 1st, 2nd, and 3rd line support handoffs are clear and documented
Technical Oversight
* Oversee the diagnosis and resolution of hardware, firmware, and connectivity issues across IoT devices (e.g. LoRaWAN, LTE-M, NB-IoT, Wi-Fi)
* Use device management platforms and telemetry tools to monitor health, signal strength, and performance
* Manage firmware update processes (OTA) and support device provisioning
* Work with data and platform teams to troubleshoot API, integration, or data delivery issues
Customer & Field Support
* Act as the senior point of contact for key customer support cases
* Liaise with Technical Services Field engineers to coordinate site visits, replacements, or repairs
* Manage customer communications on incidents and service updates
* Support technical onboarding for new clients and installations
Reporting & Continuous Improvement
* Track performance metrics (response time, resolution time, device uptime)
* Provide monthly support performance reports to leadership
* Identify recurring faults and feed improvements into R&D and production
* Contribute to post-mortems and product improvement initiatives
About you:
Technical
* Strong understanding of IoT hardware and connectivity technologies (e.g. LoRaWAN, LTE-M, NB-IoT, 4G/5G)
* Familiar with device configuration, diagnostics, and firmware update workflows
* Experience with cloud-based IoT platforms (AWS IoT Core, Azure IoT, etc.)
* Proficient with support ticketing and CRM systems (e.g. Jira Service Management)
* Solid understanding of network fundamentals and device communication protocols
Leadership & Communication
* Previous experience managing a technical or field support team
* Excellent problem-solving and decision-making under pressure
* Clear, customer-focused communication (technical and non-technical audiences)
* Strong organisational and prioritisation skills
Desirable Experience
* Background in environmental monitoring, utilities, or industrial IoT
* Familiarity with product lifecycle, MCERTS, or ISO 9001 processes
* Experience with data analytics tools or dashboards
* ITIL or customer support certification
What we can offer you:
* Enhanced maternity, paternity and adoption pay and leave
* Company pension
* Life assurance scheme (x4 salary)
* Medicash Plan (includes cash payments towards dental, medical, therapeutic treatments) with the option to add up to 4 dependants
* Refer a friend scheme
* Employee assistance programme (access to GP appointments and mental health support)
* Competitive annual leave plus bank holidays
* Training and career progression opportunities
About us:
Almost everyone wants their career to be meaningful and fulfilling, working in the water industry sector can be just that. Helping water companies throughout the world to manage their complex wastewater sewer networks, prevent flooding, reduce pollution and improve rivers and bathing water. Detectronic Ltd specialise in the design, manufacture and installation of wastewater flow, level and water quality monitoring equipment for smart network monitoring of sewerage, wastewater and trade effluent.
At Adler and Allan Group, we're not just a company - we're environmental champions committed to protecting our planet while helping businesses thrive. We're a diverse, dynamic team dedicated to providing top-tier environmental, energy and water infrastructure services across the UK. Our mission is clear: safeguarding the environment, minimising operational disruptions, and supporting sustainability goals for our valued clients.
Adler and Allan are committed to fostering diversity and inclusion in our workplace. We proudly embrace equal opportunities for all applicants, regardless of race, colour, religion, sex, sexual orientation, gender identity or national origin. If you require any support with your application, whatever the circumstance, please let us know.