Technical Support Team Manager

Role: Technical Support Team Manager

Location: Aberford, Leeds, LS25

Hybrid: 3 days in the office

Salary: £45,000 - £50,000 + Bonus + PMI + Pension

As MICHELIN Connected Fleet , a division of the Michelin Group, leader in sustainable mobility for 130 years, we specialise in connected fleet management services and solutions. We are a market leader with over 30 years expertise in a high-growth, competitive mobility technology industry. Today we serve 70,000 customers and over 600,000 vehicles globally, growing more than 10% per year, and entering at the rate of 3 new markets a year. Our AI (artificial intelligence) technology and ML (machine learning) algorithms ensure all fleet data delivers tangible benefits to our customers. Our insights transform operational efficiency, reducing costs, ensuring the safety of drivers and goods while reducing environmental impact , paving the way to predictive fleet management. Backed by Michelin Group and operating under the Michelin Connected Fleet name, we will be a major player in this market in the coming years.

OUR DREAM

We know our planet is at risk and we urgently need to find innovative ways to protect it. At Michelin, pioneering is what we do: We are innovating constantly, to explore new opportunities, with, around and beyond tires to lead the way in sustainable mobility. Our people act for change, with respect, and as leaders. We care about giving people a better way forward. Our dream is rooted in a single purpose: by 2050, Michelin will be recognised as a critical innovation leader that helped humanity conquer new frontiers. And we all work hard every day to realise this dream.

OUR PEOPLE & WAYS OF WORKING

At MICHELIN Connected Fleet, agility is not a word - it’s a lifestyle. We gather entrepreneurial minds who are not afraid to fail fast and learn quickly, every day. We think long term and act short term, we grow fast and love what we do. We believe in an inclusive working environment, building teams with a variety of backgrounds, skills, views and opinions. Among our 400 employees in Europe, we proudly benefit from around 30 nationalities. We thrive because of the diverse background and talent of our people. We nurture our team's growth with several company wide development programs - including our Diversity, Mentoring and Sustainability programs.

THE ROLE IN SHORT

The Tech Support Team Manager within MICHELIN Connected Fleet leads a team of Tech Support Agents, ensuring the day-to-day delivery of high-quality, technically excellent support to our customers. Acting as the bridge between front-line agents and the Head of Technical Support, this role owns team performance, coaching and development, workload management, and the quality of every resolution - translating department strategy into consistent, right first-time execution on the ground. You will be the escalation point for complex technical issues, a mentor for the team's growth, and a driver of continuous improvement, all while ensuring customers - from van driver to company director - receive a great experience, measured through NPS.

WHAT WILL I BE DOING:

Leadership & Team Management:

• Day-to-day management: Lead, coach and motivate a team of Tech Support Agents, running regular 1:1s, team meetings and performance reviews
• Resource & rota planning: Manage shift patterns, workload distribution and coverage to ensure SLAs are met across all customer channels
• Onboarding & development: Identify training needs and work with the Process & Quality team to onboard new agents and upskill the existing team
• Recognition & engagement: Foster a positive, high-performing team culture, recognising achievements and addressing performance concerns promptly and fairly

Technical Oversight:

• Escalation point: Act as the first point of escalation for complex or sensitive technical issues, providing hands-on support and guidance to agents
• Quality of resolution: Review case quality and right first-time outcomes, coaching agents to improve technical accuracy and customer communication
• Knowledge maintenance: Keep the team's technical knowledge current on MCF's solutions, working closely with Product, Technical Support Level 2, Engineering and Enablers on recurring or emerging issues

Operational Excellence:

• SLA management: Monitor team performance against SLAs and KPIs, taking corrective action where targets are at risk
• Reporting: Provide regular reporting and insight to the Head of Technical Support on team performance, case trends and risks
• Systems & compliance: Ensure the team maintains accurate, timely updates in internal systems and adheres to documented processes

Continuous Improvement:

• Trend analysis: Identify recurring issues and feed insights into process, product and knowledge base improvements
• Process adherence: Work with the Process & Quality team to refine SOPs and ensure the team's consistent application of them
• Knowledge base: Contribute to and maintain a best-in-class, interactive knowledge base for the team

Stakeholder Collaboration:

• Head of Technical Support: Partner closely to translate department strategy into team objectives and daily execution
• Service Planning: Work with Service Planning to ensure workload is prioritised by segment and routing is effective
• Cross-functional teams: Liaise with Sales, Product and Engineering/Enablers to ensure the team is briefed on new products, processes and issues

TO BE SUCCESSFUL YOU WILL LIKELY HAVE:

• 3-5 years' leadership experience in a technical support or customer service environment, including leading, supervising and mentoring high performing teams
• Strong technical understanding of fleet management/telematics solutions, or a comparable technical product
• A track record of coaching individuals to improve performance and technical capability
• Strong customer orientation with an ability to manage escalations and difficult situations calmly and effectively
• Experience monitoring and reporting against SLAs and KPIs
• Strong relationship skills to relate with stakeholders and achieve win-win ways of working
• Able to communicate written and verbally with internal and external customers
• Able to take initiative to keep own skills up to date and to maintain awareness of current technology developments
• Adaptive to different cultures and realities, adjusting processes as needed
• High level of awareness, both self and business, to ensure all facets of a project is being taken into consideration
• Strong influencing skills
• Highly results orientated, with the ability to understand customer needs, manage customer expectations and diffuse difficult situations

Work-life balance is important to us at Michelin Connected Fleet, so we offer our teams as much flexibility as possible in line with the needs of their role. We trust our teams to know how they work best, combining remote and collaborative working, with a flexible approach to hours. This allows our people the time and space for life outside of work.