Customer Support Technician Team Manager

We're looking for an experienced Customer Support Technician Team Manager to join Maverick Diagnostics due to our rapid growth. This role will support our Technical Director in managing and nurturing our outstanding Maverick Help Desk-the frontline experts who drive customer satisfaction by minimising tool downtime through proactive monitoring and remote assistance.

This is not your average customer support role. Our product hardware and software solutions, ranging from dealer diagnostic tools to EV battery diagnostics, are industry-leading. You will quickly become an expert in our products, leading and evolving our team and centre operations with your knowledge and enthusiasm.

About Maverick Diagnostics:

Based in Wrexham, Wales, Maverick Diagnostics is a trailblazer in the automotive aftermarket industry, specialising in dealer tools, technical support, and vehicle technical services. Our team provides remote support, ensuring that all products-from hardware to software-are operating at peak efficiency.

At Maverick Diagnostics, our values are more than just words; they are guiding principles that shape our culture, decisions, and interactions. We believe that by embodying these values, we not only define who we are as a company but also set the foundation for our success and growth. You will be a great fit at Maverick Diagnostics if you value the following: Respect, Positivity, Results, Teamwork, Excellence in Customer Relations, Continuous Learning and Innovation.,

• Senior point of contact for customer, installer, and colleague support.


• Develop and execute strategies to deliver exceptional technical support services, meeting customer needs and maintaining high levels of customer satisfaction.


• Manage all inbound and outbound interactions.


• Act as a point of escalation for challenging customer issues, ensuring timely and effective resolution.


• Collaborate with the Technical Director, Sales Manager and other departments to identify trends and suggest enhancements for more efficient service delivery for example integrating AI into systems and processes.


• Direct management of a growing team, including performance, training, and development.


• Ensure staffing levels are adequate to meet business demands.
  
  Are you tech-obsessed with a passion for IT innovation and a commitment to 5-star customer service? If you thrive in supportive leadership roles and excel in a dynamic service desk environment, this could be the perfect role for you!, A Bachelor's degree in IT/computer science or a related field would be advantageous.


• Proven experience in people management, with strong skills in mentoring, developing, and leading technical teams.


• Excellent communication skills


• An active listener with an empathic approach


• Experience in the automotive or related technical field is highly desirable.


• Excellent communication skills.


• Outstanding customer service aptitude - leading by example.


• Team management: 2 years


• Technical support: 3 years (preferred)


• Able to commute daily to Wrexham, Team management: 2 years (required)
  
  Pulled from the full job description


• Company events


• Company pension


• Employee mentoring programme


• Free parking


• Health & wellbeing programme


• On-site parking


• Private dental insurance, Competitive salary with performance-based reviews and bonus opportunities.


• Opportunities for professional growth and development.


• A supportive, inclusive environment where every team member is valued.


• 25 days annual leave plus bank holidays


Maverick Diagnostics is committed to fostering an inclusive and diverse workplace. We welcome applications from all backgrounds and are dedicated to providing equal opportunities.

Agencies: Please note we do not require agency support at this time.

Job Type: Full-time

Pay: £35,000.00-£40,000.00 per year

Benefits:

• Company events


• Company pension


• Employee mentoring programme


• Free parking


• Health & wellbeing programme


• On-site parking


• Private dental insurance


• Private medical insurance


Schedule:

• Monday to Friday


Supplemental pay types:

• Bonus scheme


Application question(s):

• Briefly outline your skills and experiences that make you a good fit for this role:


• Why do you want to work at Maverick Diagnostics?


• What is your biggest professional achievement so far?