Technical Customer Support Manager

Ready to make massive impact with microscopic magic?

Are you a Technical Customer Support Manager with experience of working with any or all of: robotics; optical systems including lasers and fibres; electronics; electro-mechanics and vacuum systems? Would you like to join an innovative, progressive team who are passionate about doing big things with small tech? Read on....

Reward and Benefits:

• £60,000-70,000 (depending on experience)
• 25 days annual leave, death in service and private health care benefits, personal pension contributions of 4% with salary sacrifice and a generous EMI Share scheme
  
  

Based onsite in Abingdon, Oxford, UK, we are a high calibre team of 100 plus people and we are growing fast. We are backed by global financial and industry investors including Applied Ventures, the strategic venture arm of the industry leading equipment company.

About the role:

Based at Abingdon and reporting to the Worldwide Customer Support Director, the Technical Customer Support Manager will provide leadership, management and planning for after-sales customer support and internal technical support to ensure that products are maintained to meet internal and external customer performance and quality requirements. This role will suit someone who has led teams of service engineers working in the field to deliver excellent service to customers, ideally with a complex engineered product.

A typical day for a Technical Customer Support Manager could look like this:

• Managing, coaching and developing the Customer Support Engineer team (currently 8 people)Providing technical support and guidance to the team in the field
• Managing the resolution of faults on Infinitesima products at customer sites and in-house
• Managing and planning the installation and maintenance of products at customer sites and in-house

Monitoring the performance and up‑time of all company products

Working with Engineering and Production to determine the root cause of faults and implement reliability improvements

Travelling to customer sites across Europe, the USA and Asia (travel reaching up to 20% and occurring at short notice as well as with planned schedules)

Who we are looking for:

To succeed as a Technical Customer Support Manager, we do need you to have experience of:

• Ideally 5 years relevant experience
• Field service, technical support and CRM systems
• Proficient with mechanical, electronic and optical systems
• Quality management system experience
• Working with any or all of: robotics; optical systems including lasers and fibres; electronics; electro-mechanics and vacuum systems
• Availability for up to 20 percent overseas travel at short notice
  
  

Education / Qualifications:

Either a Bachelor's Degree in physical sciences, engineering discipline or similar, or a clear equivalent path through relevant apprenticeship or accumulated experience.

We look for these attributes for our team:

• Self-management: Able to work independently, setting priorities for own work based upon the company goals and targets.
• Teamwork: Engages with other members of the company to bring the best solutions to the problem. Recognise the value that fellow company members bring to enhance own abilities. Supports colleagues with their tasks when critical to the company goals.
• Impact and Influence: Establishes themselves as the knowledge centre in their own field.
• Ownership & Initiative: React and address both short- and medium-term issues and proactively takes action to solve them.
• Results Orientation: Focus on the company goal, avoid distraction, making timely decisions to achieve the target.
  
  

A bit about us:

Infinitesima is a privately owned company founded in 2001, as a spin-out of the University of Bristol, by CTO Professor Andrew Humphris. Our dynamic team of scientists and engineers is focussed on enabling the next generation of semiconductor devices through delivery of innovative products to customers around the world.

Our strength lies in the varied perspectives that come from different cultures, experiences, and identities. We believe that true innovation is fuelled by collaboration, locally and globally. We strive to foster an environment where everyone can contribute meaningfully and thrive. If you require adjustments to take part in the recruitment process, please let us know, we'll do our best to support you.

Note to recruitment agencies: Infinitesima Ltd only works with approved agencies and does not accept unsolicited agency CVs. Please do not submit candidate details in response to this advert, or to any Infinitesima Ltd employees. Infinitesima Ltd is not responsible for any fees related to unsolicited CVs.

Please do reach out for more info (respectfully, not agencies) if you are interested in applying to: sunny.montague@infinitsima.com