Technical Support Manager - Warehouse Automation, Birmingham

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

About You

• 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

What’s on Offer

• Opportunity to join a growing and innovative engineering business
• International exposure across multiple regions
• Career development opportunities within a fast-paced technical environment