An exciting opportunity has arisen for an experienced Technical Support Manager to join a growing automation business delivering warehouse automation and control systems across the UK, Europe, Canada, and Australia.
This role will take ownership of the day-to-day management and continuous improvement of the global technical support function, ensuring SLA performance, effective escalation management, and consistent service delivery across multiple regions and third-party support partners.
Key Responsibilities
* Manage SLA performance, KPIs, and service delivery across all support contracts
* Coordinate escalations and major incidents across WCS and PLC support teams
* Oversee third-party support partners and OEM supplier relationships
* Lead service reviews and drive continuous improvement initiatives
* Maintain support processes, governance, and escalation procedures
* Support the onboarding of new sites, partners, and regions
About You
* Previous experience managing a technical support or service desk function
* Strong understanding of SLA management, incident management, and service delivery
* Experience managing third-party suppliers or support partners
* Technical understanding of automation, WCS, PLC, or industrial systems
* Excellent communication, organisational, and stakeholder management skills
* ITIL experience or certification would be advantageous
What’s on Offer
* Opportunity to join a growing and innovative engineering business
* International exposure across multiple regions
* Career development opportunities within a fast-paced technical environment