The rewards and benefits on offer:
* Hybrid working available after probationary period
* Monday to Friday office hours
* Competitive basic salary
* Travel expenses
* Ongoing development and progression opportunities
MTrec’s new client opportunity:
MTrec recruitment are proudly representing our bespoke services client in their recruitment of a Technical Service Manager. The role is a brand-new position to support the company’s accelerated growth in their respective field. The role will play a crucial part in delivering expert level support to the companies’ national client base.
It is an essential requirement that you can meet the requirements for Security Clearance checking as a minimum
If you meet the person specification below, apply now for an immediate response.
The Job you will do:
* Reporting into the UK Senior Technical Services Manager, this role will take ownership of all support cases
* As the case develops, ensuring that relevant teams responsible for the ticket at the time is supported and managed to ensure effective support case resolution.
* Internal briefings to senior management regarding status and plan of action for support cases.
* Ensure all logistical and technical support elements of each engineer’s service visit are managed to ensure maximum efficiency is gained (e.g combining with project work or surveys where possible), this is to ensure correct equipment is used and returned correctly and appropriate for the visit.
* Manage each support visit so that all commercial arrangements are understood such as internal/external invoicing and liaison with external customers if needed to agree any terms
* Working with the Senior Technical Service Manager and Field Service Engineering Team, ascertain feedback to project engineers/managers where issues arise that inform documentation amendments & updates.
* Creation of support documentation as required to ensure continued improvement of processes.
* Tracking support trends utilising the ticketing system and other resources, as required, and owning improvement programmes.
* Ensuring effective capture of the case on Secure Insight for configuration control.
* Be able to manage minor projects that fall under support/obsolescence programmes as assigned by the Programme Manager.
* Management of the customer escalation process, refining such that detail is captured as required.
* Provision of training to 1st and 2nd line support staff and assist in facilitating onboarding new Field Service Engineers.
* Assist in the launch of new UK Government services into the organisation including any support documentation required.
* Prepare handover notes for others in the Through-Life Support Team and Support teams
* Ensuring that department spares holdings are sufficient and being part of the procurement of additional spares as required.
* To undertake any other duties as may be required and as directed by the Senior Technical Service Manage
About you:
* Ability to work hard, show tenacity, proactively work on own initiative, solve problems using own judgement, meet tight deadlines and balance priorities to achieve results. Must hold, or can achieve DV Security Clearance
* Armed forces technical comms experience across COMSAT, MILSAT, MNE and Message handling would be highly advantageous
* A desire to want to immerse themselves technically to become proficient in support
* Technical experience of electrical/electronic, IT networking equipment and satellite communication.
* Must be extremely customer focused with a proactive and flexible approach to work. Good numeracy and literacy skills.
* Experienced in standard office applications.
* The ability to produce a high standard of work which meets or exceeds customer’s requirements.
* Flexibility with regards to travel and requirements of the role.
* Understanding of ITIL would be advantageous