At Erwin Hymer Group UK, we are committed to ensuring the satisfaction and success of our retailer customers. As a leading manufacturer of Caravans, Campervans and Motorhomes, we strive to provide high-quality technical support and uphold the excellence of our brands. We are looking for a Customer Success Technical Lead to join our dedicated team and drive our customer success initiatives.
Overview
The Customer Success Technical Lead is responsible for providing advanced technical support to retailer customers, ensuring their satisfaction and retention. The role involves handling complex warranty issues, leading team coordination and contributing to the growth of our brands.
Key responsibilities:
* Technical support: Provide advanced technical support, resolve complex warranty issues and serve as an escalation point for unresolved issues
* Team coordination and leadership: Lead and guide Customer Success Advisors and Customer Care Advisors, ensuring consistency in support and technical solutions
* Customer relationship management: Build and maintain strong relationships with retailer customers, identify opportunities for enhancement and gather feedback for continuous improvement
* Process improvement and strategy: Assess and improve warranty support processes, monitor KPIs and contribute to customer success strategies
* Compliance and confidentiality: Treat sensitive information with confidentiality and adhere to GDPR regulations
* Collaboration and communication: Facilitate collaboration between teams and foster relationships with other departments
Qualifications & experience
* Educated to GCSE standard or equivalent, Grade C and above in Maths and English
* Understanding of quality and warranty systems and procedures
* Experience in a customer-centric environment and dealing with challenging issues
Desirable
* Strong knowledge of manufacturing techniques and an engineering background
* Knowledge of consumer law and dealership operations
Skills
* Excellent verbal and written communication skills
* Strong organisational skills and an ability to work under pressure
* IT literate
* Ability to prioritise workload and build collaborative relationships
About us
At EHG UK, we value innovation and continuous improvement. We offer opportunities for growth, development and a supportive work environment.
Home of the brands: Elddis, Xplore and Buccaneer. Employing over 300 people at our 115,900 sq m Consett site, our thriving manufacturing plant is at the heart of our company. Our company is part of German-based Erwin Hymer Group and owned by US giant, THOR Industries, Inc., the World's largest leisure vehicle manufacturer.
We're proud to build a vast choice of award-winning leisure vehicles, available from our growing network of specialist Retailers.
What you can expect
* Full time permanent position (38 hours per week)
* Hours of work are Monday to Thursday 7.30am-5.30pm (4 day working week on a trial basis until Mar 2026)
* Generous company pension
* Private medical cover
* Access to employee benefits platform
Job Types: Full-time, Permanent
Pay: From £33,595.00 per year
Benefits:
* Company pension
* Cycle to work scheme
* Free parking
* On-site parking
* Private medical insurance
Work Location: In person