Service and Technical Support Manager in Holbeck

Bring your professional audio expertise and people management experience to a role leading service and technical support across the UK and Ireland. You’ll oversee repairs, pre-sales and post-sales support, helping customers get the support they need while aligning delivery with commercial priorities.

You’ll develop a proactive, dependable team, improve service performance and work closely with Sales and other departments to resolve issues and deliver on commitments.

Key Responsibilities

• Lead, coach and develop the Service and Technical Support teams, setting clear objectives and reviewing performance.
• Plan workloads and resources across repairs, technical support and training, managing priorities and realistic timescales.
• Oversee repair quality and testing, resolve escalated complaints and ensure clear, empathetic customer communication.
• Manage service administration, returns and spare parts coordination, working with Purchasing and Operations to support efficient delivery and a safe Service Centre.
• Investigate complex faults, repeat returns and No Fault Found cases, documenting outcomes and driving corrective action.
• Work with Sales, Product and Brand Managers and other stakeholders to address customer needs and recurring product issues.
• Coordinate product training and technical demonstrations, including preparation and room readiness at the Leeds office.
• Monitor agreed KPIs and service-level agreements, report monthly to the Commercial Director on demand, turnaround times, backlog, repair outcomes, complaints and capacity, and escalate emerging risks promptly.

About You

• Strong professional audio experience, with practical knowledge of digital and analogue audio products and their applications.
• Previous people management experience, including coaching, performance management and staff development.