Head of Global Service and Support

A leading electronics manufacturing are a global presence and a strong commitment to innovation are recruiting are a strategic leader with a passion for customer satisfaction and a track record of excellence in technical support. Serving a diverse range of industries, including automotive, aerospace, telecommunications, and more, they are at the forefront of technological advancement.

As the Head of Global Service and Support, you will have a unique opportunity to establish and lead a new department dedicated to ensuring customer satisfaction and delivering high-quality technical support services across international markets. You will recruit and guide a team of support professionals, develop strategic initiatives, and foster collaborative relationships with customers and external vendors.

Key Responsibilities:

Develop and execute strategies to meet global customer needs and enhance efficiency and effectiveness of support operations
Collaborate with cross-functional teams to improve customer service and resolve escalated customer issues with product and engineering teams
Implement measures to prevent recurring issues and boost satisfaction
Develop and maintain support standards, policies, and procedures
Regularly update documentation to align with industry best practices
Contribute to organizational goals, policies, and procedures
Collaborate with sales teams to create programs that support strategic goals
Utilize technical support to drive sales growth and improve customer relationships
Track and monitor key performance indicators for satisfaction, sales, and quality
Generate reports for "Proof of Value" projects to aid in sales forecasting
Provide data analysis and insights for strategic planning
Lead and manage the support team, providing coaching and feedback
Set performance goals, conduct evaluations, foster a collaborative culture, and promote skill enhancement
Experience required:

Bachelor's degree in engineering, computer science, or a related field
Proven experience in a leadership role within the test and measurement industry, with a focus on global service and support
Experience in establishing a new group and/or department
Familiarity with CRM systems
Demonstrated ability to manage customer relationships and resolve complex issues effectively
Experience in developing and implementing service level agreements (SLAs) and performance metrics
Proven track record of driving continuous improvement and achieving organizational goals
Strong analytical skills and proficiency in data analysis and reporting
Benefits:

25 days annual leave, plus bank holidays
Life Insurance
Corporate membership at the local gym and spa
Quarterly Team building budget for nights out/lunches, etc.
Employee wellbeing and mental health
Paid company social events such as a summer festival and Christmas party
If you feel like you meet the above criteria, are based in Colchester or the surrounding area & would like to be considered for this Head of Global Service and Support position, please apply with your CV, and contact Mark at Prime Appointments for a confidential chat.

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