Technical Support Lead
위치 케임브리지, 잉글랜드, 영국 등록일 2025년 11월 6일 공고 ID 20685Our Opening and Your Responsibilities
We're looking for a Technical Support Lead to lead and manage a team of service professionals providing expert technical support for METTLER TOLEDO's global X-ray inspection systems. This hands-on leadership role focuses on driving technical excellence, supporting new product launches, improving service delivery, and ensuring customer satisfaction with both direct markets and service partners.
This growth-focused position offers the chance to shape the future strategy of the technical support function.
What You'll Do
- Lead and develop a high-performing service team to deliver first-class technical support across all X-ray inspection products.
- Support the introduction of new products to market, ensuring alignment with METTLER TOLEDO's service delivery standards.
- Establish and maintain efficient processes to resolve technical issues effectively, deploying appropriate expertise where needed.
- Ensure accurate tracking, management, and resolution of technical issues to meet customer expectations.
- Act as the escalation point for complex or critical issues, providing leadership and resolution plans.
- Champion root cause analysis processes to identify, document and resolve product or service quality issues.
- Ensure internal and partner-based service teams receive appropriate training to deliver their responsibilities effectively.
- Take ownership of issuing technical and safety bulletins to relevant stakeholders.
- Ensure the Document and Service Management (DSM) system is regularly updated with current and relevant content.
- Continuously assess service tools and processes to identify and implement improvements that enhance operational efficiency and customer satisfaction.
What You Need to Succeed
- Proven experience in a service leadership role with international responsibilities
- Degree (or equivalent qualification) in a relevant engineering discipline such as Electrical/Electronic, Mechanical, Automotive or Aeronautical Engineering
- Strong background in customer-facing technical roles such as field service or support engineering, preferably within the FMCG or industrial equipment sector
- Strong written and verbal communication abilities, capable of interacting across all organisational levels
- Deep understanding of industrial equipment, ideally including mechanical, electrical and software systems
- Skilled in coordinating multi-tiered technical support functions (telephone, field, third-line, and training support)
- Motivational and people-focused, capable of building a cohesive, high-performing team
- Willingness to travel internationally as needed
Our Offer to You
- Competitive salary
- Employee bonus plan
- Free onsite parking
- Career progression and development opportunities
- 25 days holiday plus bank holidays
- 4x salary Life Assurance
- Access to 24/7 Employee Assistance Programme to support mental health and wellbeing.
About Mettler Toledo
METTLER TOLEDO is a global leader in precision instruments and services. We are renowned for innovation and quality across laboratory, process analytics, industrial, product inspection, and retailing applications. Our sales and service network is one of the most extensive in the industry. Our products are sold in more than 140 countries, and we have a direct presence in approximately 40 countries. For more information, please visit www.mt.com.
Equal Opportunity Employment
We promote equal opportunity worldwide and value diversity in our global workforce, which reflects the diversity in the many countries in which we operate internationally. Our commitment to Equal Opportunity and Diversity begins with our recruitment and selection process. We will ensure that individuals with disabilities are provided reasonable adjustments to participate in the job application or interview process. If you consider yourself to have a disability or learning difficulty which means you are unable to complete the application process online, please get in touch by email to ukrecruitment@mt.com so that we can make alternative arrangements for you. For more information on our commitment to Sustainability, Diversity and Equal Opportunity please visit us here.
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