Technical Manager - Windows

Technical Manager - Windows

Our Windows Technical Manager is responsible for providing first-line technical support to the Sales Team, ensuring exceptional customer service, and fostering strong customer relationships. Reporting to the Sales Manager, key responsibilities include managing inbound sales calls, resolving customer complaints, and distributing support tickets within agreed timescales.

You will also support the Sales Team by providing daily updates on outstanding balances and rejected delivery slots, ensuring adherence to service levels, and recording call performance stats. Additionally, you will manage the timely and accurate processing of sales orders, oversee the Parts ecommerce website, and assist in trade show preparations. Your role will involve developing in-depth product knowledge, fostering a collaborative team environment, and identifying training and development opportunities for the team.

You will be responsible for:

• Provide first line technical support to the Sales Team
• Promote industry leading customer service in every interaction with the customer
• Encourage Team to develop and maintain strong relationships with customers
• Ensure that all members of the Team take full ownership of every enquiry from a customer. We never make the customer feel like they are being passed around to different people if we can see the query through to completion
• Actively demonstrate that we go the extra mile and always deliver more than expected
• Attending to the inbound sales line as / when required
• Assume position of first level resolution to customer complaints
• Distribution of customer Support Tickets, within agreed timescales
• Provide Sales Team with details of outstanding balances and rejected delivery slots daily
• Ensure that call answering times and abandonment rates are within agreed service levels
• Daily recording of call stats, raising any concerns with performance outside of agreed parameters
• Responsible for the adherence to company processes and procedures by both the Processing Team and Sales Team
• Manage the timely and accurate processing of all incoming Sales Orders and Remedials, ensuring adherence to established service level agreements
• Ensuring the correct allocation of credit for orders to the relevant member of the sales team
• Full ownership of the Parts ecommerce side of the website, from uploading new products to removing items out of stock. Provide regular reports on profitability of all items, and ensure that we remain competitive while maximising margins
• Work alongside Sales Manager on the preparation and management of the Trade Shows
• Assist in the management of situations outside of normal business flow, for example where we need to allocate stock and subsequently contact customers if we identify a stock shortage / stock outage
• Develop and maintain an in-depth knowledge of the technical aspects of all products, from incoming raw materials right through to outgoing finished goods. Providing technical support across the whole product range as required
• Assist in the development of the culture and behaviours expected of a professional team, fostering a competitive yet collaborative team environment
• Identify learning and development opportunities for the Team
• Assist in the creation and delivery of initial training to new members to the Sales and Processing team
• Deliver regular refresher training as part of ongoing staff development
• Relationship management with third party companies/suppliers

The ideal candidate must have:

• Organised with exceptional attention to detail
• Proven experience in supporting and leading sales teams
• Proven experience of promoting excellence in customer service interactions
• Ability to develop and maintain strong relationships with customers
• Proactive approach to problem solving and exceeding customer expectations
• Excellent communication skills for managing inbound sales calls and resolving complaints including, responding to complaints on customer feedback forums and other digital platforms in line with company standards
• High attention to detail for providing the sales team with accurate information and ensuring service level adherence
• Ability to work collaboratively with key internal and stakeholders and to manage relationships effectively
• Ability to lead and foster a professional team culture
• Ability to support in the coaching and training of new and existing team members
• Ability to use a range of computer software and programmes
• Strong attention to detail, technical skills, and the ability to work efficiently within a team are essential for this role
• Excellent communication skills and the ability to liaise effectively with all team members
• A willingness to learn new skills, passion for quality and continuous improvement
• A desire to understand the product we manufacture
• Exceptional time keeping and reliability

Desirable Qualifications and Experience:

• A background in a manufacturing environment is advantageous
• Certified Management Qualifications

Join our innovative, growing company.