Job Purpose
The Technical Support Manager ensures exceptional customer experience by providing technical support, managing demonstration assets, and delivering training to optimize radar system performance.
Position in the organisation (reporting lines)
Reports to the COO and collaborates with Production, Sales, and Engineering teams to deliver seamless support. Works closely with the Project Engineer to ensure technical integrity and customer satisfaction.
Key Accountabilities
Customer Support: Achieve first-contact resolution for technical issues and maintain agreed response times to minimize downtime.
Asset Management: Ensure demo equipment and radar sites are operational ≥90% of the time and all OFCOM licences remain compliant and current.
Process Management: Maintain a robust RMA process that meets compliance standards and delivers accurate reporting for continuous improvement.
Key Measures of Success
Customer satisfaction score ≥90% following demonstrations and training.
Response time to customer issues consistently within agreed SLA.
Radar demo sites operational ≥90% of the time for demos and training.
Accurate tracking of income and expenditure for the Support function.
Competencies and behaviours
Possesses strong technical experience with radar or security sensor systems
Demonstrates proactive problem-solving and ability to lead cross-functional projects.
Maintains transparency, integrity, and adaptability in dynamic environments.
Strong interpersonal skills with proven success in customer-facing roles.
Communicates clearly in English and adapts to cultural differences.
Qualifications
Degree or equivalent qualification in relevant technical subject
Full UK driving licence and willingness to travel domestically and internationally
Education and Training award level 3 minimum or equivalent teaching qualification -desirable
IOSH Managing Safety or equivalent qualification (or willingness to obtain same) – desirable
Use of Time
You will spend the majority of your time supporting BSS customers and managing the RMA process. About a third of your time will be spent supporting both customers and/or the Blighter team with technical enquiries, training and demonstrations. We expect that you will be travelling domestically or internationally for about 25% of the time.