Technical and Service Manager

The Technical and Service Manager is responsible for managing all aspects of day-to-day operational Technical, Project and Service Support. Work closely with all operational areas of their assigned accounts to:

• Management of the Technical Proposals Team, Applications and Survey & Audit Teams.
• Ensure Incident Management processes are followed effectively (escalation and notification).
• Management of the technical and product support process utilising resource from the technical team and ensuring full engagement with
• To strive to provide exemplary technical advice and deliver the best Company Experience to our Customers
• Offering Technical Support to the Field Sales Team and External Customers
• Process management and co-ordination incidents affecting their respective customers, in conjunction with sales team to ensure and prevent reoccurrences of the same issue.
• Monitoring service delivery and Service Level Agreements (SLAs), ensuring that obligations are met, issues escalated and prioritised.
• Working in conjunction with Service Team to identify, implement, and drive service improvements to increase customer satisfaction.
• Handles resource demand forecasting to ensure the company can plan and effectively deliver end-to-end services. Work with respective stakeholders to interpret and plan projects and workload forecasts on an ongoing basis.
• Accountable for account service problems and prioritisation of work requests for their monitoring / specific customers.
• Drive Digital service business growth though SEA digital team
• Work in conjunction with the Service Team to identify, implement, and drive service improvements to increase customer satisfaction.
• To ensure that Spirax’s safety policy is uphold all the time. To ensure that all test equipment is kept within calibration, advising GM that recalibration is required, prior to calibration expiry.
• Any other related or ad hoc tasks as and when assigned by the GM

Technical Skills

• To keep abreast with develop application knowledge through training modules and assessments within sales force development network (Academy).
• To keep up to date on product knowledge / issues through defined product training and joint visits with service / sales colleagues.
• To identify to CM/GM where additional product or application Training is required.

Service / Survey delivery

• To liaise with team to ensure that work is planned efficiently.
• To track and ensure service / survey provided to customer complies with contractual obligations.
• Ensure that customer is made aware of any outstanding issues and how they will be addressed, prior to leaving site.
• To accurately capture all service / survey data using appropriate technology and software.
• Where problems cannot be resolved, ensure that CM/GM is aware.

Processes

• To ensure that survey Process is followed by team
• To ensure that any issues or complaints reported are logged using the customer complaints process.
• To work within existing business processes suggesting improvements where applicable.
• To identify and support continuous improvement projects providing exemplary service and customer delight across the business.
• To use system and technology to maximise efficiency.

To maximise selling opportunities

• To develop relationships with customer base to better understand and identify customer needs, knowing who to contact when the customer requires information they cannot supply.
• To optimise sales opportunities by pre-qualifying potential leads with team.
• Develop an understanding of the different customer channels and how their needs are likely to vary.
• To be mindful of Spirax Sarco activity costs throughout the selling process.
  
  

The Steam Thermal Solutions business is one of three businesses within Spirax Group. Spirax Sarco and Gestra, are our two brands that form Steam Thermal Solutions and are global leaders in the supply of engineered solutions for the design, provision and maintenance of efficient industrial and commercial steam systems. Steam Thermal Solutions has global coverage across 67 operating units (called OpCos), organised into four Divisions: EMEA, APAC, Americas, Gestra.

Spirax Group is a FTSE100 and FTSE4Good multi-national industrial engineering Group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies.

Our Purpose is to create sustainable value for all our stakeholders as we engineer a more efficient, safer and sustainable world. Our technologies play an essential role in critical industrial processes and industrial equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 165 countries, we provide the solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones!

Our Purpose, supported by our inclusive culture and Values, unites us, guides our decisions and inspires us everywhere that we operate. We support our colleagues to make their difference for each other as well as customers, communities, suppliers, our planet and shareholders by creating a truly equitable working environment where everyone feels included.

Everyone is Included at Spirax Group

We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone’s contribution is valued - across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.