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Technical Support Supervisor (US)
Technical Support Supervisor (US)

You will be responsible for

Provide day-to-day supervision, guidance, instruction, and direction for the support team. Provide complex technical support to customers and internal team members via email, phone, and other methods due to escalation.  Possess a deep understanding of the organization's products and services and underlying technologies to ensure efficient quality support.  Review and manage all technical support cases in corporate CRM. Work collaboratively with partner support teams.  Responsible for maintaining day-to-day service level requirements and adapting to situational challenges.

You will need

Qualifications

  • Associate degree or equivalent and minimum 5 years of experience in the field or in a related area.  Bachelor’s degree in computer/IT discipline preferred.
  • Clear and effective written and verbal communication
  • Excellent troubleshooting, diagnostic and critical thinking skills
  • Advanced PC and Network knowledge
  • Has knowledge of commonly-used concepts, practices, and procedures within the technical support arena
  • SQL Server Database
  • Certifications such as A+, MCSE, or ITIL are preferred
  • Experience with CRM use preferred
  • Knowledge of TCP/IP, VPN, RDP, and other network protocols
  • Knowledge of remote access solution support tools and techniques preferred
  • Some supervisory experience required

 
Responsibilities

  • Monitors daily phone support to ensure quality support is provided
  • Handles normal support calls, escalations, and customer-specific projects such as database, networking, reporting, and custom inquiries
  • Serves as the primary point of contact for the technical support team for both external and internal communications with Customers, Customer Service, Operations, and Finance and participate in meetings where necessary
  • Interface with development and engineering teams to track and resolve software bugs and hardware issues
  • Assists on support calls when knowledge deficits are identified.  Identify recurring issues and trends to proactively address issues
  • •    Coaches team members

Application process

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Benefits package

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Customer Service Supervisor (US)
Customer Service Supervisor (US)

You will be responsible for

Facilitate efficient operation of the Regional Customer Service Team and control and administer all aspects of day-to-day customer-related fulfillment issues. Responsible for resource deployment and meeting agreed-upon Customer Service booking, metrics, and financial budgets. Maintain a sufficient level of proficiency in SupplyPoint products and manufacturing and shipping processes in order to support the customer service team.

You will need

 
Qualifications

  • Associates degree in Business, Management, Marketing, or a related field.
  • Minimum of 3 years of Customer Service experience – supervisory experience preferred.
  • Excellent oral and written communication skills.
  • Computer proficiency is required with a focus on MS Excel, MS Word, and MS Outlook.
  • MRP and CRM system experience.
  • Experience working closely with scheduling, manufacturing, and general operations. 

Responsibilities

  • Oversee and monitor daily telephone activity, orders, quotes, bookings, shipments, backlog, change notices, customer returns, and customer complaints. Provide corrective action, process improvements, and direction as required.
  • Assist the Customer Service Representatives in maintaining favorable relationships with customers, authorized SupplyPoint distributors, manufacturers’ representatives, and Key Account Managers. Assist in customer relationships by providing timely feedback on orders and projects while participating in required regular meetings.
  • Handle problems, complaints, and issues by providing appropriate solutions and alternatives in a timely fashion to the customers and team.
  • Work with the operations team to manage day-to-day fulfillment issues and develop process improvements as they relate to order processing and fulfillment.
  • Establish professional standards of performance and underlying processes for the Customer Service Representatives and ensure a system of continuous improvement.
     

Application process

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Benefits package

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Senior Buyer (US)
Senior Buyer (US)

You will be responsible for

The Senior Buyer is responsible for the purchasing of raw materials, components, and finished goods required to support meet customer order requirements, in addition to other capital and indirect material requirements to support the rest of the business. The Senior Buyer is responsible for meeting these objectives with a focus on cost reduction and quality management.

You will need

Qualifications

  • Bachelor’s degree required
  • 3-5 years’ operations planning and/or purchasing experience
  • APICS or other planning certification preferred
  • MRP/ERP experience

 
Responsibilities

  • Analyzes demand and customer forecasts to set inventory settings used to drive MRP for production requirements. Issues purchase orders based on MRP suggestions. Reviews and adjusts settings and purchase orders, as necessary.
  • Prioritizes orders for suppliers, follows up on the status of purchase orders, and communicates information back to the business about delays or other issues in a clear and timely manner. Contributes to group analysis of production requirements (trial kit, etc.) and follows up on hot items.
  • Indirect material purchasing, price analysis, troubleshooting interruptions to the supply chain, finding new suppliers, obtaining quotes.
  • Maintains master data for purchased materials in Syspro (contract pricing, lead time, MOQ, etc.). Supports  Accounts Payable and Receiving to resolve any discrepancies on price, quantity, etc. Supports Finance with PPV analysis.
  • Measures and reviews supplier delivery and quality.
  • Helps to coordinate and facilitate engineering changes.

Application process

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Benefits package

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Key Account Manager (UK)
Key Account Manager (UK)

You will be responsible for

The Key Account Manager is responsible for aiding the growth of existing distribution and direct customer relationships together with identifying and developing new distribution and direct customer opportunities for the SupplyPoint product range. Sales and marketing activities are primarily focused within UK.

You will need

The Role

  • Responsible for generating new sales by prospecting and qualifying customers
  • Build long term business relationships
  • Display and demonstrate product offerings
  • Track and communicate leads for future business opportunities
  • Assist in the development of appropriate regional marketing materials, with organising and implementing exhibition activities
  • Develop and manage the sales call plan for assigned customers and determine growth opportunities
  • Fulfill revenue targets through proactive account and opportunity development
  • Support SupplyPoint technical team for after-sales activities and support the sales team for large and/or complex sales opportunities.

 

Requirements

  • You will have a minimum of 3 years’ experience in sales and marketing of capital equipment
  • Previous experience in business to business sales, preferably through distribution
  • Higher education required, Engineering or Economics Bachelor’s Degree preferred
  • Excellent oral and written communication skills
  • Strong understanding of the sales opportunity development process
  • Previous experience with CRM software (Salesforce experience desired)
  • Ability to demonstrate initiative, work independently, problem solve, prioritise and complete a variety of sales activity
  • Strong customer focus and results orientation
  • Ability to manage conflict when required
  • Willingness to travel throughout UK & NI

Application process

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Benefits package

Key Account Manager (UK)
Rugby, England, United Kingdom
Technical Product Owner (US)
Technical Product Owner (US)

You will be responsible for

Acting as a proxy for the customer, the Technical Product Owner is responsible for aligning the customer’s vision within the business to ensure products and enhancements are successfully delivered into production within the timescales agreed. Working closely with the customer to support them from conception through to realization of all aspects of product development that provide long-term value, supporting the partnership and vision. Proactively influencing external and internal teams, successfully fostering alignment and collaboration within the product development teams. Ensures fully documented solutions are transitioned to production to allow for the strategic release of value within the business.  This position can be located in our Durham, NC office or remotely.

You will need

Qualifications

•    Bachelor’s degree- Technical Field or Business
•    Skilled professional with a proven track record in analytic through and delivery of successful products
•    Experience successfully working within an Agile Product Delivery environment utilizing methods such as Scrum, XP
•    Experience of developing an effective User Story backlog for complex products, including writing good quality acceptance criteria to underpin successful and timely delivery
•    Ability to demonstrate strategic thinking and commercial acumen
•    Outstanding communication and presentation skills
•    Proven ability to build networks of contacts who can contribute to success
•    Experienced in customer-led product prototyping and carrying out research to understand applicable markets
•    Experience of Modelling (UML)
•    Ability to bridge the desires of the customer and the capabilities of the technology
 

Responsibilities
•    Continually engages the customer, internal and external to define, document, and agree upon product scope and definition
•    Defines prioritizes and has overall ownership for the product backlog while continually scoping and identifying requirements, helping engineering leads to prioritize activities and ensuring alignment with development and quality assurance
•    Acts as a key contributor in product management meetings and release planning, aligning the wider vision and mission for the product(s) by preparing and distribution of business criteria
•    Aligns expectation for delivery of new functionalities and gains commitment with stakeholders within the business ensuring desired outcomes are achieved
•    Has ownership for the continual updating of agreed documentation
 

Application process

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Benefits package

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