Technical Support Manager - Stockport

We are looking for an experienced Technical Support Manager for a position based in the Stockport (SK1) area

The Role

Working as a Technical Support Manager you will be working within the Remote Operations Centre offering 1st, 2nd & 3rd line support to a team of BMS Technicians working in the department. You will be responsible for the training of a Technical Team providing them with the support and knowledge required to support their respective teams with the day to day requirements of their roles and providing day to day support to the department.

The role is primarily office-based covering core hours 8am to 6pm, with some flexibility, Monday to Friday. The company operates a 24/7 on call service Monday to Sunday; as part of the role you will be required to provide technical support to those providing on call services, an allowance is paid in addition to your annual salary.

The Person

The person suited to this role will need to be able to demonstrate experience in the BMS industry, this will include supporting remote BMS installations, Application knowledge and Engineering Skills with a good grounding in HVAC and Controls Strategies. A keen understanding of IT applications and networking protocols would also be a distinct advantage

As a Technical Support Manager, you will need to possess good organisational skills, good time keeping, excellent customer service skills and be able to coach people using varying methodologies. As you will be working across team’s people skills, adaptability and initiative are key to your success.

This role is subject to security clearance at level 3, you must be able to pass this.

The Responsibilities

Typical Day to Day Duties

• Provide engineering (software) support to BMS builds both remote and in house
• Provide support to technicians in 1st, 2nd and 3rd line teams
• Construct and Manage training and maintenance plans to ensure delivery and completion
• Deliver reports on progression and development
• Identify key area’s for improvement and produce plans for management review
• Support new clients in the onboarding process
• Managing escalations

Additional Duties

• Provide Support Services to client queries and escalations to an advanced level
• Monitor and Manage System alarms and carry out 1st, 2nd and 3rd line level investigation’s as required
• Provide advice and recommendations to client maintenance teams as applicable.
• Carry out software checks to an advanced level whilst supporting clients
• Formulate energy efficient strategies for HVAC application and Lighting
• Maintain client energy targets by use of optimisation of BMS systems and strategies
• Investigate energy exceptions to highlight potential system issues and resolve
• Work to defined energy saving KPI’s

Required Skills and Experience

• Knowledge of a customer service/helpdesk environment
• Effective problem-solving skills
• Able to work on own initiative as well as in a team
• Willingness to learn new systems and technologies
• Has experience managing people
• Experience in one or more of the following BMS Systems:-(Schneider, Siemens, Trend, Tridium, RDM)
• HVAC Application knowledge
• Controls Application knowledge

Working knowledge of one or all the following would be a distinct advantage:

• BMS /BEMS Programming experience
• Controls Engineering
• Energy Management Services
• Technical Analytics
• Product development
• SQL
• Java
• Python
• Linux operating systems

Training will be provided for the right candidate.