Overview
Join to apply for the Technical Support Team Leader role at SRT Marine Systems plc.
Location: 3 day per week / Hybrid
Midsomer Norton Office
About the Role
This is a leadership role responsible for managing and developing the Customer Support Team (CST) to deliver exceptional service to our global customer base, including end-users, dealers, and distributors. The Team Leader will ensure that service levels are consistently achieved, processes are continually improved, and the team is equipped with the skills, tools, and guidance required to provide outstanding support. The role also carries direct technical accountability as the point of escalation for complex issues, applying technical expertise in marine navigation electronics to support the team in resolving challenging cases and ensuring customer confidence.
What You’ll Be Doing
* Lead, coach, and develop the Customer Support Team to achieve individual and collective performance goals.
* Drive adherence to Service Level Agreements (SLAs) and ensure a consistently high-quality customer experience.
* Oversee daily operations of the CST, monitoring case volumes, response times, and resolution outcomes.
* Provide hands-on support in escalated technical cases, offering guidance and resolution for complex customer issues.
* Implement and evolve digital support tools (e.g., Zendesk, AI-powered knowledge bases) to enhance efficiency and self-service capabilities.
* Identify and execute opportunities for process improvement, ensuring scalable and efficient support delivery.
* Collaborate closely with Product Management to feed customer insights into product development and documentation.
* Ensure training, onboarding, and ongoing skill development of the team to maintain technical and service excellence.
* Maintain awareness of industry standards (e.g., NMEA 0183/2000, VHF/DSC, AIS, GPS, radar integration) to support both the team and customers effectively.
What You’ll Bring
* Proven experience in leading and developing high-performing customer support or technical service teams.
* Experience with marine electronics installation, integration, or technical support (AIS transceivers, VHF radios, chart plotters, radars).
* Demonstrated ability to manage service delivery against SLAs and drive operational improvements.
* Hands-on experience with service management platforms (Zendesk preferred) and understanding of ITIL practices.
* Strong problem-solving skills, with the ability to diagnose complex technical issues and support the team in resolving them.
* Ability to write and review clear, concise technical documentation and knowledge articles.
* Confident communicator, able to engage with both technical and non-technical audiences.
Our Values at SRT Marine
* Ambition – Aspiring to lead in maritime domain management.
* Innovation – Driving improvement through creativity and forward-thinking.
* Quality – Committing to high standards in performance and reliability.
* Responsibility – Being individually accountable and team-driven.
* Team – Collaborating openly with colleagues, partners, and customers.
Why Join Us?
* Work on mission-critical maritime surveillance systems used worldwide.
* Be part of an ambitious, innovative, and supportive team.
* Make a direct impact on global maritime safety and sustainability.
* Enjoy flexible hybrid working.
* Competitive salary and benefits, including:
* Matched pension contributions up to 5%
* 25 days annual leave (rising to 28 with service)
* Private health care
* Flexible working opportunities
* Development and training programmes
Equal Opportunity Statement: SRT Marine plc is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and welcome applications from all backgrounds.
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