Eurotherm®, a Watlow brand, is a global manufacturer of instrumentation, systems and services designed for the efficient operation of industrial processes, primarily within temperature, power and process control, measurement, and data management, supplying automated and regulated industries.
Eurotherm develop, engineer, manufacture and support products and systems for use across the world. Our wide range of products contain market-leading control algorithms, recording and data management strategies which add value to industrial processes, improving quality, reducing waste, and ensuring data is kept safe. Our offers include temperature controllers, data management solutions, power control, machine control and process automation.
About the Role
Eurotherm/Watlow is seeking a Technical Service Centre Team Leader- Tier 2 to manage and mentor our Specialist Support team. In this role, you'll lead 4-6 direct reports, develop tailored solutions by adapting general guidelines, and establish best practices and internal procedures to ensure smooth team and business operations.
Your Key Responsibilities
* Oversee Daily Operations: Supervise Tier 2 Support team activities, coordinate resources, and set daily priorities to meet operational goals.
* Efficient Problem Solving: Use established policies and procedures to troubleshoot and resolve technical issues, driving continuous efficiency improvements.
* Independent Decision-Making: Work autonomously, exercising sound judgment to manage day-to-day challenges and support requests.
* Clear Communication & Leadership: Effectively convey expectations, provide guidance, and address sensitive issues to ensure a cohesive team environment.
* Customer Support Excellence: Deliver second-level technical support to customers, ensuring prompt resolution and adherence to SLA standards.
* Escalation & Collaboration: Monitor support request queues, prioritize and escalate issues (including through Jira for R&D intervention), and participate in review meetings to drive solutions.
* Team Development & Training: Identify training needs and assign development opportunities to promote skill growth and enhance team performance.
* Complaint Resolution & Feedback Management: Address customer complaints proactively and manage feedback to maintain high-quality service delivery.
Qualifications
* HNC/HND or higher in Electrical, Electronic, or Software Engineering (or local equivalent)
* 5+ years of proven experience with controls within a manufacturing environment
* 2+ years of experience managing or leading a team
* Demonstrated ability to apply technical expertise and problem-solving skills in a fast-paced support environment
* Strong communication and interpersonal skills, with the capability to effectively mentor and guide team members