Technical Support Manager - Warehouse Automation
Technical Support Manager - Warehouse Automation £80,000 - £100,000 + Bonus UK-Based | Global Remit An exciting opportunity has arisen for an experienced Technical Support Manager to join a growing automation business delivering warehouse automation and control systems across the UK, Europe, Canada, and Australia. This role will take ownership of the day-to-day management and continuous improvement of the global technical support function, ensuring SLA performance, effective escalation management, and consistent service delivery across multiple regions and third-party support partners. Key Responsibilities
- Manage SLA performance, KPIs, and service delivery across all support contracts
- Coordinate escalations and major incidents across WCS and PLC support teams
- Oversee third-party support partners and OEM supplier relationships
- Lead service reviews and drive continuous improvement initiatives
- Maintain support processes, governance, and escalation procedures
- Support the onboarding of new sites, partners, and regions
- Previous experience managing a technical support or service desk function
- Strong understanding of SLA management, incident management, and service delivery
- Experience managing third-party suppliers or support partners
- Technical understanding of automation, WCS, PLC, or industrial systems
- Excellent communication, organisational, and stakeholder management skills
- ITIL experience or certification would be advantageous
- Opportunity to join a growing and innovative engineering business
- International exposure across multiple regions
- Career development opportunities within a fast-paced technical environment
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