The Woods business was established in 1909 and continues to manufacture in Colchester, United Kingdom. We have around 250 people across all business functions from sales through design and product assembly & testing, as well as businesses in USA, UK, Germany & Singapore. Woods is a brand of Fläkt Group which is an international leader in wider HVAC products, systems, services, and solutions. As part of the wider group, Woods products are sold into multiple global applications through various routes to market including Group Companies, Agents & Distributors, Key Accounts as well as direct B2B. The Colchester site is also the Centre of Excellence for the group for all Axial, Air Movement and Fire Safety products and serves to enable product & system sales in Building Services, Industrial, Original Equipment, and Tunnel & Metro applications globally. Our brand and product range is internationally recognised and flexible, from short-lead-time standard products through to technically complex design-to-order products. Manufacturing activities on site in Colchester include Assembly, Product Test, Stamping, Machining, Fabrication, and metal forming. At Woods Air Movement, our culture and values are at our core: • Ambition: We set ambitious targets, going the extra mile to achieve them and strive for excellence in everything that we do. • Entrepreneurship: We challenge the status quo and are proactive in finding ways to achieve our objectives. We take initiative, work sustainability, getting things done efficiently and effectively. • Accountability: We say what we deliver, and we deliver what we say. We behave with integrity and have a strong moral compass. • Teamwork: We work together as a team, are transparent, inclusive, and leverage the diverse resources we have in the Group. Main Purpose of Role: The Technical Support Manager will be responsible for ensuring post installation product reliability and performance, leading customer support and technical problem solving arising from customer queries. With a Services perspective on all sectors, applications and products, the role also covers line management of Service Technicians, nurturing their skill sets towards Engineer status. Main Duties & Responsibilities: This job description is not regarded to be totally exhaustive of all duties and activities required by the post. The post is subject to the needs of the business and will develop and change in line with prevailing market conditions, competition and development of the territory. 1. Installed base reliability: o To be responsible for overseeing the remote support of post installation technical queries. o Lead the investigation of complex customer support cases and collaborate with internal resources to provide optimised timely solutions. o Collaborate with colleagues and attend sites as required, to investigate issues and manage customer relationships. 2. Service Technician Line Management: o Lead and manage the Service Technicians, providing advice, guidance and facilitating their ongoing development towards the Service Engineer competencies. 3. Customer satisfaction: o Own the customer complaints process, co-ordinating and collaborating with internal stakeholders to provide suitable and timely resolution and warranty decisions, contributing to the continuous improvement of the process and outcomes. o Support the Service sales team by contributing excellent technical content for quotations, providing additional value to the customer. o Pro-actively manage parameters within Service Level Agreements – taking the lead in reporting performance to repeating PPM customers. 4. Continuous improvement: o Manage technical KPI’s relating to query resolution and warranty claims, making pro-active recommendations for process improvements. 5. Budgetary control and reporting o Monitor and manage the warranty and Service Technician budgets. 6. Be the escalation channel for Service Engineer site queries. 7. Author formal reports to assist with high value warranty claims or legal defence. Person Specification/Profile: • Minimum of HNC in suitable Engineering discipline. BEng preferable. • 10 years in a technical customer facing roles, preferably within HVAC or rotating equipment. • Experience in leading a team operating in the field. • Possesses sound commercial principles. • Proven experience of managing technical and performance information relating to a capital equipment installed base. • Proven experience managing a budget. • Excellent verbal and numerical reasoning skills, including technical report writing. In return we offer the following package: - Competitive salary - 25 days Holiday ( bank holidays) - Hybrid Working - Christmas Shutdown - 4% Pension Scheme - Life Assurance Scheme - Company Sick Pay Scheme - Enhanced Family Friendly Benefits - Employee Discount Scheme - Holiday Purchase Scheme - Free Tea & Coffee - Early finish on Fridays - Cycle to Work scheme - Woods Sports & Social Club (voluntary option to take part in events/activities for an additional small charge) - Long Service Awards - Free Car Parking - Employee Assistance Programme & Access to Mental Health Support - Learning and Development Opportunities Equal Opportunities: We are an equal opportunities employer, recruiting individuals on their suitability for the role, qualifications and experience. We welcome applications from all communities and backgrounds. Due to limits on sponsorship allocations, we are not currently in a position to offer sponsorship for this position. Therefore, applicants who do not have the right to work in the UK, and/or require visa sponsorship in order to continue working in the UK, cannot be considered for this role. No recruitment agencies please LI-MA1