Technical Support Manager
Technical Support Manager
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Job Description
Our client is a global leader in the design and manufacture of Superficial Orthovoltage Medical X-ray Systems for the treatment of cancers and dermatological disorders. They are also pioneers in advanced X-ray systems for pre-clinical radiation biology research with manufacturing facilities in the UK and USA and a strong international distributor network.
They are seeking a Technical Support Manager; a decisive professional with proven ticket management experience strong organisational discipline and the ability to follow through on commitments. This role requires someone who thrives in high-stakes environments demonstrates clear leadership and ensures technical excellence in all areas of customer and internal support.
The Role
As Technical Support Manager you will lead and coordinate the delivery of technical support across the global customer base. You will be the primary escalation point for technical issues responsible for ensuring rapid consistent and effective resolution of cases while maintaining a culture of accountability and precision.
You will combine hands-on technical expertise with leadership skills managing workflows monitoring performance metrics and setting high standards for response times and customer satisfaction.
Key Responsibilities
Take ownership of the Help Desk function ensuring efficient management of all tickets calls and emails.
Lead the technical support team ensuring tasks are followed through to completion and customers receive decisive resolutions.
Monitor and report on ticket volumes response times and customer satisfaction (NPS).
Provide escalation support and ensure consistency in handling complaints CAPA and out-of-hours cover when required.
Work closely with Service Engineers Production and R&D teams to troubleshoot and resolve technical issues with hardware and software.
Oversee technical training delivering or coordinating effective training for customers and internal engineers.
Support production and commissioning by ensuring accuracy in dosimetry system testing and software installation.
Contribute to quality and regulatory compliance (QMS) as a technical representative.
Support the development and implementation of the Technical Support strategy.
Required Skills & Experience
Strong background in technical support and ticket management within a regulated industry (medical devices strongly preferred).
Demonstrated ability to lead under pressure make clear decisions and follow through to resolution.
Exceptional organisational discipline with a proven track record of managing workloads effectively.
Clear and confident communicator capable of engaging customers scientists and medical professionals.
Strong written and verbal English skills with the ability to explain technical issues at the right level of detail.
Relevant technical degree (engineering physics or similar).
Self-motivated and accountable able to work independently and as part of a disciplined team.
This role will suit a decisive leader with a structured mindset someone who thrives on solving problems maintaining order under pressure and ensuring high standards are met.
Annual Salary: 50000 - 60000 depending on experience
Employment Type
Full Time
