BACKGROUND TO THE COMPANY
Avtron is the global leader is power test equipment and specialises in the manufacture of Dynamometers and Load Banks. We are experienced in working with, and satisfying, multi-national organizations, utilities, and government departments, as well as specialist companies involved in mission critical, OEM, service, plant hire and power generation. Customer service always takes top priority. We are always available to talk to our customers, sharing our experience on all aspects of testing and test equipment, both before delivery and at any time in the years to follow. There are no limits, and no detail is too small to warrant our interest and help. Our own purpose-built factory is well equipped with modern computer-aided design and manufacturing facilities. We are enthusiastic, highly skilled and have in place the necessary management and ISO9001 quality systems to ensure that we meet our customers' needs, right first time, on time, every time.
Main Purpose of the Job
The Support Team Leader, working within the Customer Support function of the business, is responsible for leading and coordinating the Support team to ensure the efficient delivery of administrative, contractual, coordination, and technical support activities for Load Bank and Dynamometer customers.
The role focuses on supporting service delivery through effective planning, customer communication, contract administration, system accuracy, and internal coordination. The Support Team Leader provides day to day leadership, acts as the primary escalation point for support related issues, and drives consistency, quality, and continuous improvement across support operations.
Key Responsibilities
Team Leadership & People Management
- Provide day to day leadership, guidance, and support to the Support team, ensuring clear priorities and balanced workload allocation.
- Promote a professional, customer focused, and collaborative team culture aligned with Avtron values.
- Conduct regular 1 to 1 meetings, performance reviews, and development discussions.
- Identify training and development needs to improve product knowledge, systems capability, and customer handling skills.
- Act as the first point of escalation for support related operational or customer issues.
Support Operations & Coordination
- Oversee the coordination of customer support activities including service administration, contract support, technical assistance, and internal coordination.
- Ensure support requests are logged, tracked, and progressed accurately through SAP Business One and associated systems.
- Monitor workload, response times, and backlog to ensure customer expectations and internal SLAs are met.
- Work closely with Service Coordinators and Service Team Leaders to ensure seamless handover and alignment between support and service activities.
- Ensure accurate documentation, records, and customer communications are maintained at all times.
Customer & Stakeholder Management
- Act as a key point of contact for customers, ensuring a consistent, professional, and responsive support experience.
- Manage escalated customer queries or complaints related to support, administration, or coordination.
- Liaise with internal departments including Service, Sales, Engineering, Operations, and Quality to support customer requirements.
- Provide support related input for contract reviews, renewals, and customer performance discussions where required.
Systems, Quality & Compliance
- Ensure customer and support data is accurately maintained within SAP Business One, Microsoft 365, and related systems.
- Ensure support activities comply with Avtron quality systems, processes, and statutory requirements.
- Support internal and external audits by providing accurate records and documentation.
- Promote consistent working practices and adherence to agreed processes across the Support team.
Reporting & Continuous Improvement
- Monitor and report on key support KPIs, trends, and performance metrics.
- Identify opportunities to improve support processes, reduce inefficiencies, and enhance customer satisfaction.
- Support the development and implementation of new processes, tools, or ways of working to improve scalability and consistency.
- Contribute to continuous improvement initiatives across the wider Customer Support function.
Qualifications, Skills & Experience
Essential:
- Proven experience within a customer support, service administration, or coordination role environment.
- Previous leadership or supervisory experience.
- Strong organisational and prioritisation skills with the ability to manage competing demands.
- Excellent communication skills with the ability to engage effectively with customers and internal stakeholders.
- Strong problem solving skills and the ability to make sound decisions under pressure.
Desirable:
- Technical background or experience within an engineering or manufacturing environment.
- Familiarity with service management tools such as SAP B1 / SAP FSM.
- Understanding of service KPIs, SLAs, and continuous improvement methodologies.
Personal Qualities
- Customer focused with a proactive and solutions driven approach.
- A calm, organised, and approachable leader.
- Confident in managing escalations and sensitive customer situations.
- Reliable, detail orientated, and process driven.
- Committed to maintaining high standards of quality, professionalism, and continuous improvement.
General Statement
The duties listed are not set forth for the purposes of limiting the assignment of work. They are not to be construed as a complete list of the many duties normally to be performed under a position title or those to be assigned and performed temporarily outside an employee’s normal line of work.
