Technical Support Manager
Service & Operations | Full‑Time | UK
We are seeking a highly capable Technical Support Manager to lead our Technical Support Team and play a pivotal role in delivering exceptional service across our document solutions portfolio. This position is ideal for an experienced technical leader who is committed to quality, continuous improvement, and enhancing the customer experience.
About the Role
As the Technical Support Manager, you will guide and develop a team dedicated to supporting dealers, direct customers, and internal stakeholders. You will champion technical excellence, oversee the creation of high‑quality documentation, and ensure effective troubleshooting and issue resolution both remotely and onsite.
You will also work closely with product planning and factory engineering teams, contribute to product evaluations, support European partners, and identify opportunities to improve product performance and service capability.
Key Responsibilities
* Lead, mentor, and develop the Technical Support Team
* Oversee the creation and distribution of technical documentation
* Provide remote and onsite technical troubleshooting
* Deliver product training to internal teams, resellers, and partners
* Conduct product evaluations and liaise with factory engineering teams
* Monitor product quality, analyse trends, and drive improvements
* Maintain accurate parts lists and support the resolution of backorders
* Prepare and present monthly operational reports
* Host weekly team meetings and conduct regular one‑to‑one sessions
* Participate in company roadshows and represent the technical function in multinational settings
* Support European colleagues with training materials and technical documentation
About You
We’re looking for someone with strong technical capability, proven leadership skills, and a passion for developing both people and processes. The ideal candidate will bring:
* HNC/HND or equivalent technical qualification
* At least five years' experience in a technical support or service leadership role
* Strong understanding of technical products and industry practices
* Excellent communication and presentation skills
* Ability to build trusted customer and partner relationships
* High attention to detail and strong documentation skills
* Analytical problem‑solving ability and sound decision‑making
* Adaptability and a continuous improvement mindset
* Confidence communicating with local and international stakeholders