Job Description

Our client is a trusted provider of advanced technology solutions, operating at the

forefront of the Broadcast, Telecoms, and Electronics industries. Their reputation is built on technical excellence, customer focus, and a deep understanding of the sectors they serve.

The Opportunity:

They are looking for a skilled and motivated Support Manager to lead their technical support operations.  Reporting directly to the Managing Director, the Support Manager will be responsible for ensuring the delivery of high-quality, responsive, and technically-sound support to our customers while managing a team of support engineers. The role also includes active involvement in pre-sales support to ensure our solutions are accurately specified and positioned for success.

Key Responsibilities:

• Provide leadership, guidance, and development to the technical support team, ensuring prompt, effective customer service and maintaining a fully capable and motivated team

• Oversee all aspects of post-sales technical support, including issue resolution, maintenance contracts, and field support operations.
• Establish and monitor support processes, support team KPIs, and service-level agreements (SLAs) to ensure performance standards are met or exceeded.
• Serve as the main escalation point for both customers and suppliers for matters relating to high-priority technical issues.
• Collaborate with the sales, marketing and service to ensure seamless integration of support into the broader customer experience.
• Support pre-sales activities by providing technical input during customer engagements, assisting with solution design, and preparing technical documentation and proposals.
• Identify and implement tools and processes to enhance service efficiency and customer satisfaction.
• Explore and support the development of revenue-generating service offerings in complementary verticals aligned with the business.

• Maintain regular communication with customers, suppliers, and the Concilium sales team to coordinate and execute current and future support activities
• Create and oversee business plans for the support division, with a strong emphasis on team performance and operational efficiency

Requirements:

• Proven experience in a technical support or service management role, preferably in the Broadcast, Telecoms, or Electronics industries.
• A strong technical background with the ability to understand, troubleshoot, and guide resolution of complex systems.

• Experience providing technical input and support during pre-sales engagements.
• Demonstrated ability to lead and develop high-performing technical teams.
• Excellent problem-solving, organisational, and communication skills.
• Customer-focused mindset with a commitment to delivering exceptional service.
• Familiarity with support tools, ticketing systems, and service frameworks.
• Relevant tertiary qualification in Engineering, Electronics, or a related technical field preferred.