Description
We are seeking a UK Service and Technical Support Manager. This role is office-based, so daily commuting to Leeds is required. Free parking is available onsite.
Role Requirements:
Provide clear leadership and accountability for the service and technical support function across the UK and Ireland, ensuring it meets customer needs and supports the wider commercial business. Align Service and Support with Sales around shared priorities, strengthen confidence in the support provided, and ensure technical expertise contributes effectively to customer satisfaction and commercial relationships.
Build a proactive, dependable and well-coordinated function that anticipates issues, takes ownership of their resolution and delivers on agreed commitments. Provide clear visibility of performance and capacity, drive agreed improvements, and ensure customers and colleagues receive timely, realistic advice about what can be delivered and when.
Key Responsibilities
• Manage the provision of high-quality, timely service and repair, and pre-sales and post-sales technical and product support, for all brands distributed by the UK office across the United Kingdom and Ireland.
• Directly manage the Technical Support and Service teams, setting clear individual and team objectives and ensuring performance is reviewed against agreed KPIs, SLAs, quality standards and customer-service expectations.
• Coach and develop the Service and Product Support teams, agreeing personal development plans that build their technical knowledge, capabilities and confidence in fulfilling their roles.
• Plan workloads, allocate resources and monitor progress across repairs, technical support, training and other agreed priorities, addressing delays or escalating issues where necessary. Progress priority repairs and communicate clear, realistic completion timescales where further prioritisation is not possible.
• Oversee the quality of repair work and post-service testing, ensuring that products meet the relevant specifications before being returned to customers.
• Take ownership of escalated service issues and customer complaints, coordinating their resolution within agreed commercial policies and delegated authority.
• Ensure clear, consistent and empathetic customer communication, particularly when resolving problems, explaining limitations or managing expectations about progress and timescales.
• Oversee service administration, including RMAs, transfer and service orders, quotations, credit notes and returns, ensuring accurate and timely processing in accordance with company procedures and approval requirements.
• Coordinate spare parts requirements and agreed stock-control activities with Purchasing and Operations, supporting timely repairs, accurate stock records and the prompt return of saleable stock.
• Oversee Service Centre housekeeping and agreed workplace checks, coordinating necessary action with Operations to support a clean and safe working environment.
• Coordinate technical investigations into complex or recurring faults, using appropriate specialist resources to support diagnosis and resolution.
• Monitor repeat product returns and recurring failures. Any product returned for the same or a related fault more than twice must be formally reviewed and escalated, with the underlying cause, customer impact and recommended corrective action documented.
• Take ownership of the No Fault Found process, ensuring that appropriate diagnostic testing has been completed, findings are documented consistently, recurring cases are analysed, and customers and internal stakeholders receive a clear explanation of the outcome and recommended next steps.
• Analyse recurring product faults and technical enquiry trends, providing structured feedback to Product and Brand Managers, or directly to suppliers where appropriate, so that repeated issues can be investigated and addressed.
• Build proactive relationships between Service and Support and other key stakeholders— including Sales, Product Managers, Brand Managers, Customer Service, Accounts, Purchasing and Operations—to ensure a coordinated response to customer and business needs.
• Assess the support needs of internal colleagues and external customers, agreeing appropriate priorities, resources and achievable timescales.
• Coordinate effective product and technical training for internal staff, including new starters and existing colleagues who require updates on new or current products.
• Manage the preparation and setup for all training sessions and technical demonstrations at the Leeds office. Coordinate the Support team’s delivery of sessions where appropriate and oversee the ongoing maintenance and readiness of the training room and meeting rooms.
• Own the operational performance of the UK and Ireland Service and Technical Support function against agreed KPIs and service-level agreements.
• Produce and analyse Service and Support reports in line with agreed reporting requirements, providing management with a clear understanding of demand, workload, performance and areas requiring attention.
• Produce a monthly management report for the Commercial Director covering service demand, response and turnaround times, backlog and ageing, first-time fix rates, repeat returns, No Fault Found outcomes, complaints, escalations, team capacity and corrective actions.
• Escalate material SLA or KPI failures, adverse trends and emerging customer or product risks promptly, rather than waiting for the regular reporting cycle.
• Represent the function in relevant management discussions, communicating operational priorities, constraints and matters requiring wider business support.
• Undertake the training and development required to maintain up-to-date product knowledge, fulfil the requirements of the role and develop general management skills.
The client is an established international manufacturer specialising in professional audio equipment and innovative sound solutions. With a strong reputation for engineering excellence and product quality, the company serves a diverse range of markets, including broadcast, live sound, corporate, education and professional recording. It combines a long heritage of audio expertise with a continued focus on innovation and technological development.
Knowledge, Skills & Experience Required
Essential
• Strong professional audio experience, with practical knowledge of digital and analogue audio products and their applications.
• Previous people management experience, including coaching, performance management and staff development.
Role Requirements:
Provide clear leadership and accountability for the service and technical support function across the UK and Ireland, ensuring it meets customer needs and supports the wider commercial business. Align Service and Support with Sales around shared priorities, strengthen confidence in the support provided, and ensure technical expertise contributes effectively to customer satisfaction and commercial relationships.
Build a proactive, dependable and well-coordinated function that anticipates issues, takes ownership of their resolution and delivers on agreed commitments. Provide clear visibility of performance and capacity, drive agreed improvements, and ensure customers and colleagues receive timely, realistic advice about what can be delivered and when.
Key Responsibilities
• Manage the provision of high-quality, timely service and repair, and pre-sales and post-sales technical and product support, for all brands distributed by the UK office across the United Kingdom and Ireland.
• Directly manage the Technical Support and Service teams, setting clear individual and team objectives and ensuring performance is reviewed against agreed KPIs, SLAs, quality standards and customer-service expectations.
• Coach and develop the Service and Product Support teams, agreeing personal development plans that build their technical knowledge, capabilities and confidence in fulfilling their roles.
• Plan workloads, allocate resources and monitor progress across repairs, technical support, training and other agreed priorities, addressing delays or escalating issues where necessary. Progress priority repairs and communicate clear, realistic completion timescales where further prioritisation is not possible.
• Oversee the quality of repair work and post-service testing, ensuring that products meet the relevant specifications before being returned to customers.
• Take ownership of escalated service issues and customer complaints, coordinating their resolution within agreed commercial policies and delegated authority.
• Ensure clear, consistent and empathetic customer communication, particularly when resolving problems, explaining limitations or managing expectations about progress and timescales.
• Oversee service administration, including RMAs, transfer and service orders, quotations, credit notes and returns, ensuring accurate and timely processing in accordance with company procedures and approval requirements.
• Coordinate spare parts requirements and agreed stock-control activities with Purchasing and Operations, supporting timely repairs, accurate stock records and the prompt return of saleable stock.
• Oversee Service Centre housekeeping and agreed workplace checks, coordinating necessary action with Operations to support a clean and safe working environment.
• Coordinate technical investigations into complex or recurring faults, using appropriate specialist resources to support diagnosis and resolution.
• Monitor repeat product returns and recurring failures. Any product returned for the same or a related fault more than twice must be formally reviewed and escalated, with the underlying cause, customer impact and recommended corrective action documented.
• Take ownership of the No Fault Found process, ensuring that appropriate diagnostic testing has been completed, findings are documented consistently, recurring cases are analysed, and customers and internal stakeholders receive a clear explanation of the outcome and recommended next steps.
• Analyse recurring product faults and technical enquiry trends, providing structured feedback to Product and Brand Managers, or directly to suppliers where appropriate, so that repeated issues can be investigated and addressed.
• Build proactive relationships between Service and Support and other key stakeholders— including Sales, Product Managers, Brand Managers, Customer Service, Accounts, Purchasing and Operations—to ensure a coordinated response to customer and business needs.
• Assess the support needs of internal colleagues and external customers, agreeing appropriate priorities, resources and achievable timescales.
• Coordinate effective product and technical training for internal staff, including new starters and existing colleagues who require updates on new or current products.
• Manage the preparation and setup for all training sessions and technical demonstrations at the Leeds office. Coordinate the Support team’s delivery of sessions where appropriate and oversee the ongoing maintenance and readiness of the training room and meeting rooms.
• Own the operational performance of the UK and Ireland Service and Technical Support function against agreed KPIs and service-level agreements.
• Produce and analyse Service and Support reports in line with agreed reporting requirements, providing management with a clear understanding of demand, workload, performance and areas requiring attention.
• Produce a monthly management report for the Commercial Director covering service demand, response and turnaround times, backlog and ageing, first-time fix rates, repeat returns, No Fault Found outcomes, complaints, escalations, team capacity and corrective actions.
• Escalate material SLA or KPI failures, adverse trends and emerging customer or product risks promptly, rather than waiting for the regular reporting cycle.
• Represent the function in relevant management discussions, communicating operational priorities, constraints and matters requiring wider business support.
• Undertake the training and development required to maintain up-to-date product knowledge, fulfil the requirements of the role and develop general management skills.
The client is an established international manufacturer specialising in professional audio equipment and innovative sound solutions. With a strong reputation for engineering excellence and product quality, the company serves a diverse range of markets, including broadcast, live sound, corporate, education and professional recording. It combines a long heritage of audio expertise with a continued focus on innovation and technological development.
Knowledge, Skills & Experience Required
Essential
• Strong professional audio experience, with practical knowledge of digital and analogue audio products and their applications.
• Previous people management experience, including coaching, performance management and staff development.