Based in Chessington, we are looking for a Technical Support Team Leader.
JOB DESCRIPTION
To oversee the customer support team in Chessington and Glenrothes whilst providing technical support to all DiGiCo, DiGiGrid and KLANG clients worldwide by telephone and email. To provide technical training to engineers and distributors in the Chessington facility or by international on-site visits worldwide. To visit and repair products worldwide. To keep all provided databases up to date with your cases. To process spare parts orders via ERP and arrange despatch where necessary.
TEAM LEADERSHIP:*
*

• You will be responsible for Managing, developing and motivating direct reports in the customer support team, including regular performance reviews.
• You will organise the weekend support cover rota and distribute and fill in gaps when no one else is available or when things change at the last minute.
• You will organise the “early” and “late” shifts for the regular working week.
• You will be the point of escalation within the customer support team.
• The position is also the main contact person for communication with R&D to resolve issues in the field.
• Be the team lead and ambassador for Epicor for the customer support team.

YOUR ROLE WILL INVOLVE:
You will be responsible, along with your team members, for the support of DiGiCo, DiGiGrid and KLANG products, both existing and new releases.
This will include

• Email and telephone support worldwide
• Visits to sites across the world for technical support as required
• Order processing of sales spares orders and advance replacement parts
• Despatch of sales spares and advance replacement from Chessington when necessary
• Updating the access database with your cases (or any other software recording tools the company provides)
• Participation in the weekend support rota as required
• Stock control and auditing of spare parts in the Chessington site
• Provide and host technical training sessions across the world for visiting engineers and distributors
• Liaise with software/hardware teams on Technical Note creation and distribution
• Generate case query reports for weekly review as required

OTHER FEATURES OF THE JOB:

• Organise the weekly support reviews
• Ensure hardware and software knowledge is up to date at all times
• Participate in software training updates
• Liaise with software design teams on new product features
• This list is not exhaustive and will flex along with the business needs

For a full Job Specification and salary range, or to forward a CV and letter of application, please contact careers@digiconsoles.com

Contract Type: Full time

Job Type: Full-time

Please Note :
siennaramirez.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, siennaramirez.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.