Job Description

Description

Reporting to the Director of Commercial, the Global Customer Support Manager is responsible for managing the day-to-day operations of the Customer Support team, providing line management to its team members distributed across the OXTS office locations (UK, USA, Germany and China). The Global Customer Support Manager will develop strategies to measure and improve all areas of customer satisfaction, whether this be directly through methods such as improving response times to support tickets or indirectly such as effectively passing customer feedback to other areas of the business such that products or processes can be improved.

The role not only requires knowledge and understanding OXTS products and their applications, but also knowledge of our customer industries and why/how our customers use our products. This role requires frequent international travel.

Key Responsibilities

Develop and nurture a high performing, outward facing team of Customer Support professionals who aim to exceed customer expectations; develop a culture of customer advocacy, finding the right response for the customer. Build and maintain strong relationships with key accounts across all territories, serving as a trusted advisor and technical consultant to drive long-term success and loyalty. Work with the Customer Support Team to offer customized strategies and insights to help customers meet their specific business goals. Advocate for any improvements or enhancements based on customer needs and feedback. Stay informed about customer strategic objectives, relevant market conditions in the customers' industry, and competitive intelligence to identify opportunities and threats. Work cross functionally, coordinating with other Departments to improve overall customer experience, by creating processes that always provide the customer a voice within OXTS. Collaborate with internal teams to provide technical support, including customer demo's, site visits, exhibitions etc, as required. Drive and adopt best practices to improve customer satisfaction through effective service delivery. Act as a point of escalation for both internal and external stakeholders, taking ownership of issues to ensure a swift response is provided. Monitor quality of service, highlighting and acting upon areas of concern to ensure consistent high standards are delivered. Collaborate with the Engineering Department, when required to set up handover processes to ensure that the team are trained on forthcoming product releases. Collaborate with the Product Department to set up and manage processes whereby customer feedback can be effectively passed through (in a reportable and measurable way) such that OXTS products can be improved. Other duties as required.

Skills, Knowledge and Expertise

Bachelor's degree in a technical subject; MBA or equivalent is desirable. Strong background in people management across the entire employment journey. Self-starter with a commercial mindset that continuously seeks out new opportunities and thrives in selling and negotiating. Solid experience with MS Office + CRM system essential. Excellent interpersonal skills and attention to detail. Strong problem-solving abilities and a strategic mindset. Ability to define and implement strategies that improve customer satisfaction and service quality. Experience in managing and developing strong relationships with key accounts and global stakeholders. A proven track record of achieving revenue generation targets on a limited budget, with a specific focus on generating revenues in new markets

Benefits

Discretionary annual profit share bonus Holiday entitlement is 27 days plus bank holidays 5% employee and 5% employer contributions through our salary sacrifice workplace pension scheme Group Income Protection Insurance Scheme Death In Service Scheme Electric Vehicle Scheme Smart casual dress code Wellness initiatives

About OXTS

At OXTS we're passionate about inertial navigation and how we can help our customers with our technology. With two decades of experience in combining the best of high precision GNSS receivers and world-class inertial navigation expertise, OXTS' products have become the industry standard for automotive testing and are widely used in other industries.



The highly accurate RT3000 products are the equipment of choice for vehicle dynamics testing. Our products are used by major car manufacturers and automotive test facilities around the world for applications such as handling and dynamics evaluation, brake testing, steering robot guidance and many more. With the RT-Range S products, OXTS also offers a complete solution for validating advanced driver assistance systems (ADAS) to Euro and global NCAP standards and for developing the self-driving cars of the future.



Away from the automotive world, our range of combined, compact GNSS/INS systems are also used for airborne and vehicle-based survey and mobile mapping applications, where continuous position and high accuracy orientation information is essential for georeferencing sensor data.



OXTS' GNSS/INS products are supplied with a comprehensive software suite including powerful data analysis and post-processing applications. We also provide a full technical support service, plus a bespoke technology integration consultancy via our Application Engineering department. Our products are sold and supported globally through a network of channel partners in more than 20 countries worldwide, to provide customers with a local point of contact and support.