Technical Support Manager

18 août 2022

Job Description:

Be the technical authority for our products and their applications, ensuring that our global teams and customers are equipped with the technical resources and knowledge to deliver the organisation’s growth strategy. Lead, manage and maintain all activities related to technical customer support and troubleshooting, providing high levels of service and customer satisfaction. Use your unique interactions with our customer base and their service/installation personnel to acquire and share valuable insight to align internal product improvements and developments with substantiated customer needs and market opportunities.

Job Responsibilities:

  • Support the business growth strategy by managing the technical training program and support of customers, sales teams, and stockists across the Brightwell Dispensers group, both in person and remotely
  • Strengthen our Sales approach to securing new business by providing a technical presence at prominent customer meetings
  • Serve as the primary escalation point for external\internal customers regarding issues, coordinating across all internal teams to ensure issue resolution is completed in a timely manner
  • Demonstrate a continuous improvement approach across all areas of your work including the development, implementation, and ongoing review of technical documentation, training and associated tools
  • Own and coordinate filed trials for new or amended products as part of the company’s validation process to ensure that solutions meet stakeholder’s true needs
  • Work alongside the product team to build and maintain a comprehensive database of competitor products and comparative data
  • Represent Brightwell at relevant events, exhibitions and conferences, participating in customer presentations, training or demonstrations necessitating both domestic and international travel
  • Maintain records of customer experiences and support activity, using this data to recommend and influence future improvements to products, processes and services
  • Provide the marketing team with technical contributions to enrich the promotion of our products and services
  • Support our QA team on technical issues and RMA’s

Education/Experience

  • You must have excellent technical capability and an engineering qualification.  
  • Extensive knowledge of the professional laundry and warewash market is essential, with proven experience installing and setting chemical dosing equipment.  
  • Good organisation and time management. 
  • Ability to work under pressure and manage multiple concurrent tasks. 
  • Great interpersonal skills for both client facing and internal collaboration. 

A full job description can be requested from HR@brightwell.co.uk

Interested? If you are interested in the above position, please send a completed application form or your CV together with a covering letter to HR@brightwell.co.uk