Support Manager Tech & Digital Guildford United Kingdom Jr00018767

Guildford, ENG, GB, United Kingdom

Job Description

We are looking for a Support Manager to oversee and deliver support for our customers, both in the UK and internationally. By collaborating closely with sales, development and support teams, you will ensure the highest quality of service delivery to our customers.
You will manage support resource allocation of new installs, configurations, and technical queries to ensure that the customer needs are correctly prioritised.
You will recruit, train, onboard, lead and develop your own team of Support Engineers and coordinate with other Support Managers and their teams to ensure that customer service meets business needs. You will identify opportunities to enhance efficiencies and implement best practices in meeting customer requirements.

RESPONSIBILITIES

Managing and Developing Direct Reports:

Recruit, train, onboard, and develop support and/or installation engineers, which may involve managing teams across different geographical locations. Ensure that your direct reports have the necessary skills and support to excel in their roles. Foster a culture of continuous learning and upskilling to drive team retention, enhance overall performance and ensure effective succession planning. Coach and mentor team members, providing guidance and opportunities for professional growth, while promoting best practices and a collaborative work environment. Conduct 1:1s with each of your team members at least fortnightly. Consistently perform quarterly Objectives and IDP reviews with each team member.

Collaborating with the wider Support Team:

Partner with other Support Managers to ensure that the overall support team works cohesively and efficiently. This cooperation will optimize resource utilisation, improve team performance, and promote staff retention.

Subject Matter Expertise:

As a Support Manager you will be responsible for becoming a subject matter expert in one or more of the areas of the business. This could be product, data or customer based. You will be responsible for disseminating knowledge to other team members and for ensuring that any associated documentation is accurate and current.



Providing Technical Assistance:

Provide technical assistance to Support Team members to ensure that only appropriate issues are escalated to the Development Team. Identify any areas of weakness across the team and arrange appropriate training to eliviate these gaps.



Leading and Developing a Customer-Focused Service:

Lead and develop a customer-focused service that meets business needs and enhances service for all stakeholders. Ensure that the support provided maximises the use of iRecall services and addresses customer requirements effectively. Implement appropriate reporting mechanisms to demonstrate the quality and effectiveness of the service provided.



Developing Best Practice Processes:

Develop and drive consistent and efficient processes, across all markets, to ensure high standards are maintained for our customers and that alerts are promptly addressed.



Driving Process Efficiencies:

Identify opportunities to improve support KPI tracking and implementation processes to maximise efficiencies using Six Sigma and Lean principles. Collaborate with the Software Development Team to implement tooling changes that reduce reliance on developers for delivering specific customer requirements.



Resource Allocation:

Oversee the allocation of new installations, configurations, and technical customer queries, ensuring timely and effective resolution.



Managing Priorities:

Manage a mix of Support and Installation Engineers to deliver customer requirements in line with SLAs and to a high standard. Coordinate work tasks with other Support Managers to ensure that customer priorities are managed correctly. Maintain a focus on aligning support activities with the overall business objectives.



Performance monitoring:

Monitor the performance of your team and contribute to performance monitoring of the Support Team as a whole. Implement appropriate reporting mechanisms to demonstrate the quality and effectiveness of the service provided.



EDUCATION, EXPERIENCE & SKILL REQUIREMENTS

Education:

Third level qualification in a science or engineering related field.

Project Management certification and/or Process Improvement certification (e.g. Six Sigma, Agile) would be of benefit.
Experience:

5+ years in a customer facing role with a proven track record of building and maintaining long term relationships

3+ years of Vet SaaS software support in conjunction with software development teams

2+ years of Key Account Management in the animal health industry

Min 1 year experience of assessing PIMs integrations and veterinary prescription protocols
Skills required:

Technical Support/SaaS Support: In-depth knowledge of Virtual Recall software and its capabilities.

Strong Analytical and Problem-Solving Skills: Ability to analyse complex issues and develop effective solutions efficiently. Competence in analysing support metrics to improve service quality.

Strong Management Skills: Proven ability to motivate and inspire others to perform to the best of their abilities. Skills in managing support projects and ensuring timely resolution of issues. Ability to handle difficult situations and resolve conflicts amicably.

Excellent Customer Service Skills: Ability to build rapport quickly and provide outstanding customer service alongside the ability to understand and address the unique needs of veterinary practices.

Exceptional Communication and language Skills: Ability to represent the organisation with senior stakeholders and adapt communication style based on the audience. Fluency in other languages would be beneficial.
Self-Sufficient, Organised and adaptable: Ability to work independently and maintain excellent organsational skills. Ability to adapt to changing technologies and client needs.
Full time
Why Join Zoetis?
At Zoetis, we are driven by a singular purpose: to nurture the world and humankind by advancing animal care. As the world's leading animal health company, we innovate, collaborate, and make a real impact--every day.
Innovative Science & Technology - Work with cutting-edge solutions that enhance animal health and well-being.

Global Impact - Join a team that supports veterinarians, farmers, and pet owners worldwide.

People-First Culture - Thrive in an environment that values diversity, growth, and work-life balance.

Sustainability & Responsibility - Make a difference in a company committed to a healthier, more sustainable world.
Comprehensive Benefits
? Comprehensive Benefits - Enjoy life assurance, group income protection, and a robust pension plan with a generous company contribution.

? Health & Wellness - Benefit from private medical insurance, health assessments, dental insurance, and discounted gym memberships.

? Financial Security - Access mortgage advice, will writing services, and a share ownership plan with matching contributions.

? Work-Life Balance - Take advantage of paid annual leave to rest and recharge.

? Professional Growth - Enjoy industry-competitive salaries, merit-based salary progression, and a global performance bonus.

? Employee Support - Our Employee Assistance Programme offers counselling, welfare advice, and a 24-hour confidential helpline.
Our Core Beliefs
? Our Colleagues Make the Difference - We invest in our people and their growth.

? Always Do the Right Thing - Integrity and ethics guide everything we do.

? Customer Obsessed - We put our customers at the heart of our business.

? Run It Like You Own It - We take ownership and drive results.

? We Are One Zoetis - Collaboration makes us stronger.
Your passion for animals and science can shape the future. Are you ready to grow with us? #Zoetis #JoinUs #AnimalHealth #CoreValues #Careers

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Job Detail

  • Job Id
    JD3480516
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Guildford, ENG, GB, United Kingdom
  • Education
    Not mentioned