Technical Support Supervisor (EMEA)
Work Arrangement: Hybrid
Work Location: Paignton (UK)
Requisition: # 6496
Job Overview:
As the EMEA Technical Support Supervisor, you will lead and empower a team of Technical Support Engineers, ensuring consistent, high-quality service delivery across the region. This role goes beyond traditional coordination, serving as the operational backbone of the EMEA support function. You will oversee day-to-day team direction, streamline processes, champion cross-regional alignment, and manage critical operational elements such as PMO workflows, asset stewardship, repair centre oversight, and travel logistics. Leveraging strong project management discipline and a proactive leadership style, you will drive clarity, efficiency, and continuous improvement across the organisation, enabling senior leadership to concentrate on strategic priorities while maintaining exceptional customer satisfaction.
About Spirent Communications
Spirent is the leading global provider of automated test and assurance solutions for communications networks, cybersecurity, and positioning.
We provide innovative products, services, and managed solutions that address the test, assurance, and automation challenges of a new generation of technologies, including 5G, cloud, autonomous vehicles, and beyond. From testing in the lab to testing in the real world, Spirent helps companies deliver on their promise to their customers of a new generation of connected devices and technologies.
Why Spirent?... Because together we can shape tomorrow!
Spirent is its people. When you join the Spirent team, you will join forces and work alongside some of the industry’s most passionate subject matter experts. In an environment of innovation, you will find a place where you can grow, think, explore, create, and make change happen.
At Spirent, we believe that diversity and inclusion are essential to thriving in the ever-changing world of global technology. We embrace a culture where difference is valued and openness, mutual respect, collaboration, and fairness are considered fundamental. Spirent does not tolerate discrimination or offensive behavior of any kind. We are committed to creating workplaces that genuinely reflect the diversity of the world we serve and an environment where everyone feels empowered to bring their full, authentic self to work.
Your success is vital to our success, which is why we will support you to perform, grow, and contribute – with the confidence to be yourself. And to support your personal wellbeing, we hope you will love our dedication to creating the right work and life balance experience!
Join Spirent and together let’s shape tomorrow!
Job Responsibilities:
Team Leadership & Development
* Lead, manage, and develop the EMEA Technical Support Engineering team, ensuring effective performance, engagement, and growth.
* Set clear goals, monitor progress, and provide regular coaching and feedback.
* Manage resource levels to support workloads, regional demands, and customer priorities.
* Drive ongoing personal and technical development across the team to build capability and resilience.
* Demonstrate leadership by supporting technical development, participating in Service Request (SR) management when required, and maintaining strong familiarity with business system processes.
Operational Excellence & Customer Experience
* Maintain high levels of customer satisfaction through adherence to KPI targets, effective management of customer escalations, and strong process discipline.
* Ensure compliance with ISO9001 and departmental processes, including updating procedures and driving continuous improvement.
* Coordinate support activities with other regional teams, both directly and through the Support Services Manager, to ensure seamless global service delivery.
* Liaise closely with the USA high-end support team to support cooperation and escalation management.
* Champion Knowledge Centred Support (KCS) by guiding the team and collaborating with the KCS coach.
Cross-Functional Collaboration & Representation
* Represent Support Services in roadmap reviews to ensure customer insights inform product direction.
* Maintain a current understanding of Spirent’s Support Services offerings.
* Conduct customer visits to strengthen relationships and enhance the visibility of Support Services.
* Organise and lead regular team meetings to ensure alignment and communication.
Other Responsibilities:
Operational Environment & Reporting
* Oversee all aspects of the EMEA Support Services working environment, including labs, spare stock, workstations, and associated assets.
* Provide input to monthly KPI reports and generate other reports as required.
* Support global Support Services capex planning during budget cycles.
Global Alignment & Support
* Work with the Professional Services Manager to prioritise resources effectively.
* Assist with Professional Services Statements of Work delivery or approval when needed.
* Collaborate with global Support Services managers to implement and document common processes that improve worldwide efficiency and responsiveness.
General Duties
* Perform other responsibilities as assigned to support the effective operation of the Support Services organisation.
Job Requirements:
Education & Technical Knowledge
* A recognised further education qualification in a relevant or closely related engineering discipline.
* Strong understanding of Global Navigation Satellite Systems (GNSS), including SBAS, BeiDou, IRNSS, GPS, Galileo, and GLONASS.
Leadership & Management Experience
* Proven experience leading and managing a multi-national team.
* Ability to influence others, shift thinking, or gain acceptance in sensitive situations while maintaining positive relationships.
* Able to sustain strong performance under pressure and make effective decisions in challenging circumstances.
Communication & Professional Skills
* Excellent verbal communication skills and strong, proven written communication abilities in English.
* High level of literacy and numeracy with strong attention to detail.
* Effective problem-solving skills with a proactive and analytical approach.
* Flexible, dedicated, and capable of managing multiple priorities with a pragmatic mindset.
Additional Requirements
* Willingness to travel internationally up to 10% of the time.
Desirable Skills & Experience
* Experience with Spirent GNSS Simulation systems.
* Project management experience.
* Management training or leadership development qualifications.