Technical Support & Service Manager

• Lead approximately eight Support Engineers and manage technical escalations,
• £45 - 50k plus discretionary company performance bonus
• 25 days holiday eave plus bank holidays, private medical insurance and more

Technical Support & Service Manager
Location: Lewes, East Sussex
Salary: £40,000–£50,000 + discretionary company performance bonus
Working pattern: Full-time, office-based, five days per week; UK site visits and occasional international travel

Our client is a leading worldwide manufacturer of passenger information systems for the public transport industry. Design, development and the majority of production are carried out at its head office in East Sussex.

Following significant growth over the past three years, the business is seeking a Technical Support & Service Manager to lead its UK Technical Support team through continued growth and technological and organisational change.
You will manage a team of approximately eight Support Engineers, supporting hardware, software and connected systems across the UK, with occasional international escalation support. The role requires hands-on technical leadership, complex issue resolution and a strong focus on customer service.

Reporting to the Head of Account Management, you will work closely with Account Management, Technical, Software, Engineering, Production, Repairs, Sales and Finance teams.

Key Responsibilities

• Manage and develop a team of approximately eight Support Engineers, including workload, priorities and performance.
• Build strong knowledge of hardware, software, connected systems and support processes.
• Provide hands-on technical guidance and take ownership of complex or recurring customer issues.
• Oversee diagnosis and resolution of hardware, software, configuration, installation and networking faults.
• Manage customer queries, feedback and complaints through the ticketing system, ensuring timely resolution.
• Identify recurring issues and coordinate root-cause analysis and corrective actions with relevant departments.
• Manage installation and retrofit projects, including site visits, on-bus installation, commissioning and customer training.
• Review and improve customer response, servicing, warranty, repair and support processes.
• Monitor ticket progress, response times, recurring faults, escalations and customer risks, taking action where required.
• Analyse support, repair, warranty and financial data to identify trends and recommend improvements.
• Ensure technical documentation, troubleshooting guidance and support procedures are maintained and shared effectively.
• Recruit, train and develop Support Engineers, identifying and addressing technical skills gaps.
• Analyse short- and long-term UK support requirements and recommend improvements.
• Work closely with customers to understand and address their requirements.
• Act as the escalation point for occasional technical queries from international customers, subsidiaries and agents.
• Support the review and development of maintenance and service contracts.
• Maintain a safe and secure working environment for the Technical Support team.
• Carry out other reasonable duties as required by the Head of Account Management.

Essential Skills & Experience

• Previous experience managing a team in a dynamic, customer-facing technical environment.
• Experience in technical support, engineering, field service, systems support or a similar technical role.
• Strong technical aptitude and ability to develop in-depth knowledge of hardware, software and connected systems.
• Practical knowledge of networking, including IP addressing, Ethernet, routers, mobile communications and remote connectivity.
• Strong analytical and structured problem-solving skills, including complex and recurring technical issues.
• Experience managing complex customer issues and communicating confidently with customers and internal stakeholders at all levels.
• Ability to remain technically involved while managing team workload, priorities and performance.
• Experience using ticketing-based support systems.
• Relevant engineering, electronics or related qualification, or equivalent practical experience.
• Proactive, flexible and well-organised approach to problem-solving and planning.
• Collaborative approach with the ability to work effectively across departments.
• Good knowledge of Windows and Microsoft Office.
• Willingness to travel occasionally within the UK and overseas.

Desirable Skills & Experience

• Experience in public transport, automotive, manufacturing, electronics or vehicle technology.
• Background in electronics, electrical, automotive or relevant engineering.
• Experience with vehicle electrical systems, wiring, installation or commissioning.
• Knowledge of serial communications, including RS232 and RS485.
• Experience delivering technical training or producing technical support documentation.
• Experience managing installations, retrofit programmes or field-service activities.
• Experience with maintenance and support contracts.
• Foreign-language skills are desirable but not essential.

Employee Benefits

• 25 days’ annual leave, increasing with length of service to 30 days, plus bank holidays
• Private Medical Insurance
• 6% Employer Pension Contribution
• Employee Assistance Programme
• Discretionary Company Performance Bonus
• Long Service Employee Recognition Scheme
• Enhanced Family Leave
• Company Events

TPA Recruit is a specialist recruitment agency acting on behalf of our client to source and assess suitable candidates. All applications will be reviewed and processed by our team, who will liaise directly with shortlisted candidates throughout the hiring process.