Head of Customer Support

Description of Job


To champion and further instil a customer–focused ethos throughout the organisation, undertaking the day–to-day, strategic and operational management for all post sales support activities.
To develop and implement a focused support strategy that builds upon our existing high levels of customer satisfaction, driving and developing efficiency and effectiveness in all our dealings with Customers.
To identify and deliver new revenue earning opportunities with regard to customer support, including training, consultancy, value added services and Repair Centre activities.
Take responsibility for the strategic management of relationships, commercial contracts and technical development of key designated partners and Customer accounts.


Main responsibilities and tasks:-
• Effectively develop and manage the Company’s Help Desk and all post sales support functions, to support the continued growth and globalisation of Sepura.
• Lead and engender a customer-focused ethos throughout the organisation, whilst maintain a commercial perspective on the costs of service.
• Create a motivated, focused team with a real passion to go the extra mile for Sepura’s customers
• Develop the Repair Centre capability and strategy to provide an internationally competitive and revenue generating service.
• Audit existing customer-facing Key Performance Indicators, procedures and processes and implement recommendations for improvement in both the short and medium term. Benchmark external players where necessary.
• Own and develop the Customer alerts process such that Customer problems are managed, communicated and closed in a timely and professional manner.
• Management of relationships, commercial contracts and issue resolution of key designated partners and customer accounts.
• Budget responsibility to agree and manage department costs to maximum effect.
• Comply with all health and safety and quality requirements to ensure that the Company meets the relevant legislation and adopts best practice.
• Provide accurate, informed and regular reports as required
• Be accountable for the management of direct and indirect reports; resource planning, performance, training and development to create a stable platform to maximise operational performance and individual effectiveness.


Experience and Qualifications
• Degree level/Professional Qualification desirable. (Electronics/Engineering beneficial)
• Foreign language skills advantageous
• Proven experience in management of international, technically-orientated support organisation.
• Experience in the wireless communications industry desirable.
• Management experience of logistics, purchasing, repairs, project management, pre and post sales support and customer help desk functions


Personal Attributes (Essential)
• Excellent communication and presentation capabilities at all levels
• Has a passion for Customer service, whilst having commercial feet firmly on the ground.
• Ability to quickly assimilate sufficient appreciation of Sepura products and Tetra technology, to support technical, contract and management negotiation.
• Extensive people and relationship management skills
• ‘Inclusive Management’ style – ability to build motivated teams.
• Customer oriented, KPI driven, process oriented
• Decision maker, not afraid of accountability, able to act decisively under pressure.
• Ability to liaise with a cross functional organisation and leverage resources outside of direct control. 

If you would like to apply for the opportunity please email your CV to recruitment@sepura.com