Reports to:
Managing Director
Location:
Hedge End, Southampton, On-site
Contract:
Full-time, permanent
Hours:
Monday to Friday, 9:00am to 5:30pm
Salary:
Competitive, dependent on experience
Probationary period:
6 months.
Company Description
Syndico is a Value-Add Distributor of technology solutions which help businesses to improve team communication collaboration, enhance safety, drive new efficiencies and increase profitability. Founded in 2015, Syndico specialises in critical communication solutions and has extensive expertise in two-way radio and push-to-talk systems. Since then, we have grown and diversified our product portfolio to include team communication headsets, commercial drones, body cameras, rugged smart devices and hearing protection solutions – all of which add significant value to our customers.
Syndico works with the leading brands in their respective fields, including VoCoVo, Hytera, KENWOOD, DJI Enterprise and Zebra Technologies. An entirely B2B organisation, Syndico services a network of nearly 700 reseller partners across the UK and EMEA region, providing them with best-in-class logistics, technical, customer service and sales and marketing support.
Our philosophy is to treat every reseller partner as an extension to our business; Syndico is the bridge between manufacturer and reseller, allowing our manufacturers to focus on R&D and our resellers to focus on their customers.
Role Description
We're looking for a Technical Services Manager to join our business in a permanent role, working full-time hours (37.5 hours per week – Monday to Friday, 9:00am until 5:30pm). This is an on-site role based at our headquarters in Hedge End, Southampton.
Our Technical Services Manager will own all-things technical when it comes to our products, plan and deliver proactive technical product training (both in person and virtually), provide our customers with first-line technical support, and provide technical support to our Business Development team to help them convert opportunities into sales.
Key Roles and Responsibilities:
* Be the go-to person in the business for technical product information, maintaining a strong technical knowledge across our entire product range.
* Plan and deliver ongoing technical training – including a planned webinar series – designed to upskill our customers and unlock sales opportunities.
* Provide first-line technical support to customers, aiming for efficient and successful resolutions at the first attempt.
* Provide technical support to the Business Development Team, including (but not limited to) delivering tailored technical product training and performing product demonstrations which will ultimately contribute to Syndico securing the sale.
* Collate a library of useful technical resources designed to empower our customers to be more self-sufficient, including knowledge base articles, how-to videos and instructional guides, keeping our Partner Portal updated with the latest material.
* Build and maintain strong relationships with key stakeholders (mainly technical and sales personnel) from our manufacturers, opening effective lines of communication which can help Syndico to stay ahead of the market.
* Proactively identify recurring technical issues, working with our internal purchasing team to minimise disruption of supply of products into Syndico, and with relevant personnel from our manufacturers to resolve potential issues before they materialise.
* Be a voice in the creation of our marketing communications plan, working with the Commercial and Marketing Development Manager to ensure that key technical messages are communicated to customers.
* Occasional travel may be required, for example to customer meetings, Syndico partner events, trade shows, or supplier meetings.
Role Progression
Syndico is a business with huge growth potential, and we're looking for people to join who can grow with us. This role can evolve into that of a full Technical Lead, managing a team of technical personnel and shaping the business' technical service delivery.
Who We're Looking For
While we value experience and qualifications, we also value character and drive – these will be important for this role.
Syndico is a dynamic and fast-paced environment, but with a "family feel" you're unlikely to find in most businesses. Therefore, we're looking for somebody who thrives on working in a close-knit team who they can both support and receive support from.
Key attributes we're looking for include:
* An excellent communicator – someone who can listen effectively as well as get their message across, and somebody who can clearly and concisely explain complex situations and instructions.
* A confident speaker who can deliver engaging and informative technical training, either in person or virtually (via Microsoft Teams).
* Highly IT proficient, and somebody who can explore appropriate new IT tools which can improve efficiency both for them but also the business as a whole.
* Extremely well organised and able to collate and save documents and important internal information logically and efficiently.
* Proficient at managing support tickets via the company's CRM system and disciplined at keeping accurate and detailed notes (experience using HubSpot is a plus).
* Effective at sharing important information with colleagues across different teams within the business.
Our ideal candidate will have demonstrable experience in the following areas:
* Worked in the IT or electronics industry (wireless communications is desirable, push-to-talk communication is
highly
desirable), and familiar with networked systems.
- Delivered technical training, resulting in more skilled users or customers.
- Successful record of troubleshooting or diagnosing technical issues with a solution-focused mindset.
- Record of delivering best-in-class customer service.
- A background with transferrable experience such as: Two-way radio or RF communications engineer;
Push-to-talk over cellular or LTE communications engineer; Military or emergency services communications specialist; IT support or networking technician; Drone or UAV technician.
Perks
We want to make Syndico a great place to work. We work in an open-plan office so that there are minimal communication barriers, but also so that everybody gets the support they need. We're a highly collaborative business, and we regularly organise social events which cater to every team member's interests.
Some key perks include:
* Competitive salary.
* 20 days paid holiday per year pro-rated (PLUS Christmas and Bank Holidays), rising every year after 3 years of service
* Company pension contributions after probationary period.
* Free on-site parking.
* Healthy food provided for all staff for lunch.
To apply or for more information, please email
and
.