Customer Service Team Leader - Product

Reports to: Manrose Sales Director
No of reports: 1
Location: 100% onsite, Reading
Package: Salary £28k negotiable depending on experience, plus standard company benefits.

Manrose Ventilation, part of Volution Ventilation UK, trades with all major UK electrical wholesalers. Manrose manufacture a full range of domestic extractor fans, ducting and Ventilation accessories. We also cover electric heating with panel heaters and hand driers in keeping with the heating and ventilation market.

Job profile:

We have a rare opportunity for a Technical Support Team Lead to overlook the Technical Support team, supporting 1 other member of staff, and take responsibility for running the day-to-day department operations; providing technical support to external sales, customers, and other departments within Manrose.

This position would suit a candidate who is seeking their first role into a management role and holds experience of training others on systems and products, and meeting KPIs.

You will preferably have basic knowledge and understanding of the principles of air movement, ability to understand electrical wiring diagrams and other technical drawings. Training will also be provided.

As a Technical Support Team Lead, your responsibilities will include:

• To supervise and provide on the job support to the Technical Support Advisor (1).
• Ensure all customer queries either by email or telephone are responded to in a timely and accurate manner.
• Provide technical/ application/ specification and selection support, to Customers, external sales managers, Export team, and internal quotations
• To maintain a technical product library for all Manrose products.
• To provide technical and wiring guidance to contractors and others regarding the installation of Manrose products.
• To complete all relevant documentation and administration necessary to ensure the smooth running/working of the department, and for Audit purposes, as required.
• To establish and consolidate a good working relationship with internal and external sales personnel, together with other departments.
• To ensure you are technically aware and up-to-date with any new products and developments and building regulations and train others in the team as needed.
• To assist in maintaining Clear to Zero on all team emails and enquires as well as Schemes.
• Ensure that agreed timeframes are adhered to, maintaining both internal and external customers’ satisfaction.
• Performance management of team member; i.e. sickness, holidays, ensuring all policies and processes are adhered to.

To be successful in this role, you will have the following skills and experience:

• Must be computer literate with the ability to learn, operate and develop the Technical Support team’s computer system (Epicor).
• Good telephone manner essential, with the ability to communicate professionally with people at all levels, internally and externally.
• Effectively delegates, monitors performance and motivates team member(s).
• Previous experience of managing KPIs and Targets, and understanding how these impact the business in terms of cost and profit and focuses on improving sales success.
• The ability to determine or highlight potential legal problems/issues that could affect the Company as a result of potential product faults, and progress these through the correct internal channels.
• Ability to work with others - support colleagues and engage efficiently with others, building rapport.
• Attention to detail, accuracy, and sense of urgency.
• The ability to multi-task.
• Continuous improvement mindset.

Desirable

• Basic knowledge and understanding of the principles of air movement.
• Able to read and understand electrical wiring diagrams and other technical drawings

What we can offer you:

• Competitive salary depending on experience
• Annual leave - 25 days and bank holiday
• Pension - auto-enrolment into Company Scheme
• Employee Referral Scheme - up to £500
• Quarterly Volution Values Award - £100
• Boost Works - Discounts for supermarkets, retailers and much more.
• Employee Assistance Programme - Health Assured
• Ongoing training & development
• Team and company social events

Equal opportunities: All current employees and potential employees are provided equal employment opportunities by Volution Group Plc