RESPONSIBILITIES
- Lead and manage a technical support and field services team, providing direction, coaching, and performance oversight
- Plan, coordinate, and prioritize support activities to ensure high-quality service delivery and customer satisfaction
- Develop and implement customer support processes, procedures, and operational standards
- Serve as an escalation point for complex technical issues involving traffic management systems and related technologies
- Provide technical consultation and application support to customers, partners, and internal teams
- Deliver technical training on traffic controller systems and transportation technology solutions
- Investigate customer issues, identify root causes, and implement corrective actions
- Create and maintain technical documentation, user guides, training materials, and knowledge base content
- Collaborate with engineering and product teams by providing feedback on product performance and customer needs
- Assist with the development of technical specifications, manuals, presentations, and support resources
- Monitor departmental performance, resource utilization, and operating expenses
- Evaluate emerging technologies and recommend improvements to products, tools, and support processes
REQUIREMENTS
- Bachelor's degree in Engineering, Information Technology, Electronics, Transportation Systems, or a related technical field, or equivalent experience
- 7+ years of experience in technical support, field services, or transportation technology environments
- 5+ years of experience leading or managing technical support teams
- Hands-on experience installing, configuring, and troubleshooting traffic management systems and equipment
- Experience supporting both hardware and software solutions in customer-facing environments
- Strong knowledge of traffic controller systems, configuration, operation, and maintenance
- Working knowledge of relational databases and database support concepts
- Familiarity with traffic cabinet configurations, field hardware, communications networks, and system architectures
- Excellent customer relationship management and problem-resolution skills
- Strong troubleshooting, analytical, and root-cause analysis capabilities
- Proficiency with Microsoft Office applications and standard business software
- Strong verbal and written communication skills
- Ability to work independently while collaborating effectively across teams
Rate:
Not specified
Location:
United Kingdom
IR35 Status:
Outside
Remote Status:
Remote
Industry:
IT
Seniority Level:
Senior