Technical Support Team Leader

My client is an innovator and a leading company in their field. They manufacture and maintain a range of automated machine systems, material handling equipment, aquatic and flow systems, and containment systems for their clients predominantly in the medical and scientific research industries. They are working exclusively with me to recruit a Technical Support Engineer (electrically bias) to join them at their office in Northampton to provide technical advice and guidance to their customers and manage a small team of technical support helpdesk staff.

The clients you will speak with to support are all based Nationwide throughout the UK. You will provide technical advice on machinery breakdown and repair and will be confident asking investigative questions to identify machine faults or problems over the phone. You will be confident talking through potential machine components that are likely causing the fault or failure, (eg PLCs, sensors, hydraulics, motors, wiring systems etc). If you cannot talk the client through a potential solution, you will be responsible for arranging with the maintenance planners for an engineer to visit the site to provide the client with the best possible service.
You will also manage the day to day work and the development of 2 technical Support helpdesk staff and will be responsible for looking at improvements and best practice for the technical support department.

Key Responsibilities

Provide telephone diagnostics and technical assistance to clients and to colleagues within the Technical Services Team.
Provide effective technical support to customers over the telephone covering fault diagnosis, parts identification, operator training and provide remote resolution of the issue where possible.
Understand and advise on a wide range of components that make up a machine (ie PLCs, sensors, Hydraulics, wiring, motors, pneumatic, pipes pumps etc)
Deliver a consistently high quality and accurate service, driven by an understanding of customers’ needs and expectations.
Ensure utilisation of the electronic job management system and utilise, manage and maintain technical product documentation
Record, analyse and make recommendations on common equipment faults and manage spare parts stock levels to minimise future faults and maximise stock availability
Manage the Technical Support Team members and activities to ensure the attainment of Departmental targets.
Work with the Engineering Team Leaders and Training Manager to highlight performance issues and training needs
Provide technical assistance to the Technical Service Manager with bespoke investigations / reports in order to assist in the development of the Department
Attend emergency breakdowns at customer sites when required, to assist the department maintain the best possible service to the client.
Put forward ideas and assist in the development of standards and procedures
Monitor performance of the Technical Helpdesk team (individually and collectively) to ensure the Department vision.

Experience/Skills needed

Technical background with the ability to lead others
Electrical Engineering qualification (HNC/HND, Apprenticeship, 16th/17th edition or degree)
Experience of maintenance or Service engineering
Experience of working in a Technical support capacity
Understanding of mechanical/electrical machine components
Fault find and investigation skills
Multi-tasking skills
Staff management or team leader experience


Ideally my client is looking for an multi-skilled engineer that has experience of working within technical support and in managing your own work and the work of others. To be successful in this role you should enjoy a role that is customer orientated and be comfortable working in a busy, varied and sometimes pressured role.

In return my client offers a generous salary and benefits package of £30,000 - £38,000 dependent on experience, with up to and additional 12%-15% in bonuses , uniform, 3% pension contributions (rising to 5.5% with 2 years service) and real opportunities to progress your career to a senior role. This is a days based role and is office based, however a degree of flexibility is needed as you will visit customer sites on occasion to work in an advisory capacity.