Group Head of Technical Support

Company Description

Inspiration Healthcare is a British based, global provider of medical technology, and our mission is to pioneer medical technology that improves outcomes of patients, starting with the very first breaths of life.

We provide high-quality, innovative products to patients around the world that help to improve patient outcomes, and we actively invest in innovative product opportunities, disruptive technologies and, of course, our people.

The Group currently consists of three companies: Inspiration Healthcare Ltd, SLE Ltd and Viomedex Ltd and, under these brands, we sell neonatal intensive care and operating theatre equipment around the world through a network of distributors into over 75 countries.

We also offer a full range of ambulatory infusion care devices for both hospital and homecare applications to customers across the UK and Ireland.

Products range from highly sophisticated capital equipment through to single-use disposables all of which can help improve outcomes of extremely sick patients.

We can proudly admit that we haven't come this far without entrepreneurial spirit, a solution driven attitude, and a determination to improve outcomes for premature and sick babies. So if making a positive difference to other people's lives resonates with you and you believe that you have what it takes to flourish and succeed in this role, then we’d love to hear from you.

Position

JOB PURPOSE (ROLE DEFINITION):

As the Group Head of Technical Support, you will lead and manage our Technical Support Team, ensuring that we provide exceptional support to our clients and maintain high levels of customer satisfaction. You will be responsible for driving the technical support offering and revenue through developing and implementing technical support strategies, improving processes, and fostering a culture of excellence within the team. This role offers an exciting opportunity to shape the future of our technical support function.

MAIN DUTIES AND RESPONSIBILITIES

• To lead and manage all Group Technical Support including in-house and field based Technical Support activities.
• Develop a Technical Support departmental plan that aligns with Group strategy and goals
• Take responsibility to improve operational efficiencies of the Technical Support departments, including both in-house and field based servicing
• To drive revenue growth inline with Group targets through the development and marketing of comprehensive Technical Support packages that improve the overall offering of our products and services to customers
• Develop excellent service training packages, both domestically and internationally. In-person and online. Ensuring we meet compliance requirements for training on medical products
• Ensure excellent customer service through the Service Team
• Manage the Group budget for Technical Support including spend and forecasting
• Oversee the day to day operations of the Technical Support team, ensuring timely and effective resolutions of client issues, stock control and operational efficiencies
• Set, monitor and analyse KPIS to assess effectiveness and identify areas for improvement
• Collaborate with cross functional teams including Product Management, Customer Experience, Quality & Regulatory, Marketing, Sales and Supply Chain
• Ensure close collaboration between field service and our sales team to meet the requirements of our customers
• Lead and mentor a team of technical support professionals, fostering a culture of positivity, excellent customer service and continuous improvement
• Implement and maintain support management systems and tools to enhance operational efficiency and effectiveness.
• Drive continuous improvement initiatives to optimise support processes, increase knowledge and skill sets of Service Engineers, reduce resolution times, and improve customer satisfaction.
• Ensure compliance with industry regulations, data privacy standards, and company policies.
• Manage relationships with vendors, consultants, and external partners to ensure timely and quality service delivery.
• Stay up-to-date with industry trends and best practices to continuously improve our technical support efforts.
• Set strategic pricing, SLAs and contracts, working collaboratively with the wider commercial team to provide competitive offerings to the market.
• Participate in external/internal audits, where required, to ensure compliance to relevant standards of the Group’s business management systems, promptly addressing any reported non-conformities
• Report on KPIs and key projects on a monthly basis to line manager
• Ensure your own and the team’s adherence to the Group’s Quality policy and objectives, and the requirements of the Group’s Business Management System
• Maintain up-to-date knowledge of and ensure compliance with health and safety procedures and regulations;

MANAGEMENT RESPONSIBILITIES

• Head of Technical Support Services (Management of 7 employees, 6 in-house engineers, 1 Warehouse Operative (apprenticeship being advertised)
• Field Service Manager (Management of 5 field service engineers)
• Service Manager – Ireland (Management of 1 field service engineer)

Requirements

EXPERIENCE AND QUALIFICATIONS REQUIRED

Mandatory

• Proven track record of management of a commercially focused Technical Support department, both in-house and field based;
• Established record working with multiple complex products requiring servicing
• Extensive leadership and people management skills
• Experience working with clients and customers, providing excellent customer service and putting the customer and patient first
• Excellent communications skills
• Excellent relationship building skills having developed and sustained meaningful professional relationships with relevant external and internal groups
• Strong data analytical, reporting, business development and strategic skills with the ability to identify new business opportunities.
• Excellent IT/technical skills

Desirable

• International experience
• Medical Technology Technical Support experience
• Management qualifications

Other information

As well as being dedicated to providing a great place to work in a rewarding, stimulating and environmentally conscientious environment, we offer an extensive range of benefits, listed below, and actively support learning and development opportunities for all:

• 25 days' holiday pa, rising to 28, plus bank holidays
• Compressed 4 day week & blended working options
• Enhanced pension scheme (with salary sacrifice option)
• Bonus schemes
• Sharesave scheme
• Mind & body wellbeing support
• Healthcare cash plan
• Retailer discounts
• Life assurance
• Enhanced and equal leave & pay for new parents
• Cycle to Work
• SmartTech scheme
• Electric Car Benefit
• Employee referral scheme
• Travel season ticket loan