Technical Support and Training Manager

at  IMI Precision Engineering

EXPERIENCE

Professionals

Heatmiser’s foundation is built on unrivalled product quality and support. In line with our ambitious growth plans, we are seeking a Technical Support & Training Manager to support the acceleration of the business.
This role will also allow the business to strengthen a key area that differentiates us as a business - Technical Support. Helping to drive product and feature enhancements, through working closely with internal stakeholders and being able to represent the voice of the customer. A key part of this role is the ability to offer training services and technical support, providing regular dedicated training sessions for our customers.
As an employee of Heatmiser you will be responsible for working in line with the IMI values as well as adhering to local HSE and Quality policies to ensure we maintain the highest standards at all times.
Key Responsibilities
Duties will include but not limited to:
Technical Support:
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Provide post-sale technical customer service to business and our end-consumer customers via phone, email and online chat.
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Providing exceptional customer support, with the ability to deliver an exceptional service to our customers.
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Management of technical support staff.
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Resolve complex technical issues, creating and implementing strategies to improve support processes, managing customer expectations using excellent problem-solving skills.
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Collaborating with cross-functional teams to help build, maintain and enhance the products, services and knowledge.
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Work closely with approprirate Heatmiser teams to troubleshoot and resolve issues promptly to support the end user.
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Keep up to date with new product features and benefits to support customers and sales teams as necessary.
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Respond to a high volume of complex technical inquiries (e.g. equipment or software installation /activation/troubleshooting, providing technical product specifications and information on compatibility with other products, etc.).
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Recommending alternative products or services (e.g., warranties) as part of customer issue resolution.
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Developing and implementing new products, processes, standards or operational plans that will have an impact on the achievement of functional results.
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Support the Sales team with commercially viable solutions which will result in the growth of the business and Heatmiser achieving its strategic objectives.
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Understanding of electrical schematics and wiring diagrams is essential.
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Understanding of plumbing systems, to adapt to Heatmiser controls, to ensure it operates within regulation and to a high standard .
Training:
Customer:
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Develop technical training courses for our customers.
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Ability to create technical course content for both novices and experts.
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Coordinate product-related training, including presentations of new features and simulation activities in a demo environment.
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Organise workshops and classroom-style training.
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Gather feedback from trainees/customers to enhance the learning process.
Employees:
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Conduct individual and team skills gap analyses.
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Train and coach the team to embed a culture of engagement and ongoing learning and high performance.
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Ensure all new hires undergo basic technical training on our products.
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Measure improvements in employees’ job performance after each course.
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Set and monitor team KPIs.
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Gather feedback from trainees to enhance the learning process.