Technical Support Manager - Aggreko Global Account

DESCRIPTION

We are looking for a talented Technical Support Manager - Aggreko Global Account to join our team specializing in Marketing for DBU INTERNATIONAL SUPPORT in UK, any location

In this role, you will make an impact in the following ways :

Resolve Complex Technical Issues : You'll lead root cause investigations into product failures, ensuring fast, effective resolutions that enhance product reliability and customer satisfaction.

Drive Product Improvements : By gathering and analyzing customer feedback, you will propose design and service enhancements that directly influence product innovation and durability.

Enhance Customer Experience : Your ability to build trust-based relationships and act as the voice of the customer will ensure their needs are understood and met, strengthening long-term partnerships.

Develop Distributor Capabilities : You will assess and guide distributor technical capabilities, ensuring they can deliver high-quality fleet support aligned with internal protocols.

Coach Sales and Technical Teams : Through technical coaching and mentorship, youll elevate the performance of sales staff and junior support specialists, contributing to a more capable, confident team.

Create and Improve Training Materials : Your input will help produce impactful manuals and reference guides that improve customer knowledge and product use efficiency.

Advocate for Mutual Value : Using critical thinking and creative problem-solving, you will find solutions that support both the customers needs and the companys strategic goals.

Promote Cost and Efficiency Gains : By applying Six Sigma principles and continuous improvement strategies, you'll help reduce customer operating costs and improve the service lifecycle of products.

As this is a global role, some flexibility outside the usual 8 : 005 : 00 hours may be required, while staying within the weekly hours allowed in the contract.

This role is primarily remote; however, it may require occasional international travel (typically 1 to 3 times per year) as well as periodic onsite support to resolve complex technical issues

RESPONSIBILITIES

To be successful in this role you will need the following :

Strong Cross-Functional Collaboration Skills : You'll need the ability to effectively coordinate with diverse internal teams across regions to manage escalations and deliver unified solutions.

Deep Technical Knowledge and Problem-Solving Ability : A solid grasp of product functionality, service protocols, and root cause analysis is essential to troubleshoot issues and drive resolution efficiently.

Proficiency in Escalation Processes and Data Management : Understanding and applying standardized escalation procedures, while managing centralized data platforms and reporting tools, will be key to tracking performance and accountability.

Excellent Communication and Customer Focus : Clear, proactive communication and a commitment to tailoring support to customer needs will help ensure fast resolution of critical incidents and build trust globally.

QUALIFICATIONS

Education / Experience :

Bachelor's Degree in Engineering is required. Mechanical Engineering is preferred.

Experience in field and / or factory service engineering is preferred.

Must be a strong and effective communicator.

Proactive problem solver.

Ability to work effectively across multiple time zones, cultures, and language differences.

100% On-Site No