Our Windows Technical Manager is responsible for providing first-line technical support to the Sales Team, ensuring exceptional customer service, and fostering strong customer relationships. Reporting to the Sales Manager, key responsibilities include managing inbound sales calls, resolving customer complaints, and distributing support tickets within agreed timescales.
You will also support the Sales Team by providing daily updates on outstanding balances and rejected delivery slots, ensuring adherence to service levels, and recording call performance stats. Additionally, you will manage the timely and accurate processing of sales orders, oversee the Parts ecommerce website, and assist in trade show preparations. Your role will involve developing in-depth product knowledge, fostering a collaborative team environment, and identifying training and development opportunities for the team.
You will be responsible for:
* Provide first line technical support to the Sales Team
* Promote industry leading customer service in every interaction with the customer
* Encourage Team to develop and maintain strong relationships with customers
* Ensure that all members of the Team take full ownership of every enquiry from a customer
* Actively demonstrate that we go the extra mile and always deliver more than expected
* Attend to the inbound sales line as required
* Assume position of first level resolution to customer complaints
* Distribute customer Support Tickets within agreed timescales
* Provide Sales Team with details of outstanding balances and rejected delivery slots daily
* Ensure that call answering times and abandonment rates are within agreed service levels
* Record call stats daily, raising any concerns with performance outside of agreed parameters
* Ensure adherence to company processes and procedures by both the Processing Team and Sales Team
* Manage the timely and accurate processing of all incoming Sales Orders and Remedials
* Ensure correct allocation of credit for orders to the relevant member of the sales team
* Oversee the Parts ecommerce side of the website, from uploading new products to removing items out of stock
* Work alongside Sales Manager on the preparation and management of Trade Shows
* Assist in managing situations outside of normal business flow, such as stock shortages
* Develop and maintain in-depth knowledge of the technical aspects of all products
* Assist in the development of the culture and behaviours expected of a professional team
* Identify learning and development opportunities for the Team
* Assist in the creation and delivery of initial training to new members of the Sales and Processing team
* Deliver regular refresher training as part of ongoing staff development
* Manage relationships with third party companies/suppliers
The ideal candidate must have:
* Organised with exceptional attention to detail
* Proven experience in supporting and leading sales teams
* Proven experience of promoting excellence in customer service interactions
* Ability to develop and maintain strong relationships with customers
* Proactive approach to problem solving and exceeding customer expectations
* Excellent communication skills for managing inbound sales calls and resolving complaints
* High attention to detail for providing the sales team with accurate information
* Ability to work collaboratively with key internal stakeholders
* Ability to lead and foster a professional team culture
* Ability to support in the coaching and training of new and existing team members
* Ability to use a range of computer software and programmes
* Strong attention to detail, technical skills, and the ability to work efficiently within a team
* Excellent communication skills and the ability to liaise effectively with all team members
* A willingness to learn new skills, passion for quality and continuous improvement
* A desire to understand the product we manufacture
* Exceptional time keeping and reliability
Desirable Qualifications and Experience:
* A background in a manufacturing environment is advantageous
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