Job Description
Position: Support Manager (Marine)
Job ID: 2094/41
Location: South Shield
Rate/Salary: £50,000 - £53,000
Type: Permanent
HSB Technical Ltd is a specialist recruiter within the Power & Propulsion, Shipbuilding, Maritime Shipping, Energy and Subsea sectors - visit: www.hsbtechnical.com for a list of our vacancies. We have a number of permanent and contract vacancies for multiple businesses across the UK and overseas.
The below job description will outline this position of: Support Manager
Typically, this person will be responsible for leading and managing a team of support professionals to deliver excellent technical and customer support across the business. The role includes overseeing daily operations, managing escalations, maintaining service levels, and driving continuous improvement within the support function.
HSB Technical's client is an established and well-regarded business entity.
Duties and responsibilities of the Support Manager:
* Lead, manage, and develop the support team to ensure high performance and customer satisfaction
* Monitor and manage support performance, SLAs, and KPIs
* Oversee the escalation process and ensure timely resolution of issues
* Collaborate with other departments to ensure seamless support delivery and process improvements
* Identify and implement improvements to increase efficiency, service quality, and customer satisfaction
* Produce regular reports and analysis for senior management
* Maintain documentation and ensure knowledge base accuracy and effectiveness
Qualifications and requirements for the Support Manager:
* Proven experience in a technical/customer support leadership role
* Excellent communication, leadership, and interpersonal skills
* Strong analytical and problem-solving abilities
* Experience with support tools, CRM systems, and performance metrics
* Ability to manage competing priorities and make sound decisions under pressure
This vacancy is being advertised by HSB Technical Ltd who have been appointed to act as a recruitment partner for this role.
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