Customer Support Technical Manager

Confidential Company

Role Overview

This position oversees the Customer Services Technical Support team, ensuring high-quality technical assistance is delivered to internal and external stakeholders. The role manages technical guidance, the PPR function, and the field systems engineering team, providing leadership and coordination across all activities.

You will also be responsible for the operation, control, and maintenance of the organisation’s trial and testing facilities, ensuring equipment is always ready for demonstrations, evaluations, and engineering use.

This is a hands-on leadership role that requires adaptability, strong technical capability, and the ability to engage in development and customer-facing projects when needed. All responsibilities must be carried out in compliance with company policies, quality standards, safety guidelines, and operational procedures.

Key Responsibilities

• Lead, mentor, and develop team members through coaching, performance reviews, and structured development planning.
• Maintain an in-depth technical understanding of the company’s radar and surveillance products.
• Deliver high-quality technical support to customers, ensuring timely and accurate resolution of issues.
• Support the wider strategy to broaden technical support coverage across the product portfolio.
• Coordinate with the Spares and Service Manager to assign field systems engineers in response to service requests.
• Manage trial and testing facilities, ensuring all systems are operational and available for use.
• Identify training requirements within the team and ensure capability development.
• Oversee team workload distribution and maintain a balanced work/life schedule across the group.
• Ensure consistent attendance and coverage across all technical functions.