Responsibilities
- Lead and manage a technical support team, providing guidance, coaching, and performance oversight
- Develop and implement customer support processes, policies, and service standards
- Serve as a technical escalation point for troubleshooting complex hardware, software, and system issues
- Partner with internal teams and external stakeholders to support product implementation, deployment, and ongoing operations
- Provide technical consultation on product capabilities, configurations, and system applications
- Deliver technical training for customers, partners, and internal teams on traffic controller systems and related technologies
- Investigate and resolve customer issues to ensure high levels of satisfaction and service quality
- Create and maintain technical documentation, user guides, training materials, and product support resources
- Support product development efforts by providing feedback based on customer and field experience
- Monitor team performance, project priorities, and departmental budgets
- Evaluate emerging technologies and recommend improvements to products, services, and support processes
- Travel as needed to support customer sites, training events, and technical initiatives
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 engineering, or traffic systems environments
- 5+ years of leadership experience managing technical support or field service teams
- Experience installing, configuring, troubleshooting, and supporting traffic management systems and equipment
- Advanced knowledge of traffic controller platforms, configurations, and operational concepts
- Understanding of traffic cabinet designs, field hardware, networking, and system topologies
- Strong customer service and relationship management skills
- Experience supporting technical software and hardware solutions in a customer-facing environment
- Experience with database technologies and data management concepts
- Strong analytical, troubleshooting, and problem-solving abilities
- Excellent verbal and written communication skills
- Proficiency with Microsoft Office and standard business applications
- Ability to work independently and collaboratively in a team environment
Rate:
Not specified
Location:
United Kingdom
IR35 Status:
Outside
Remote Status:
Remote
Industry:
IT
Seniority Level:
Senior