UK Service & Technical Support Manager - #2189485

Role

To bring clear leadership and accountability to Audio-Technica’s service and technical support function

across the UK and Ireland, ensuring it meets customer needs and supports the wider commercial

business. The role exists to align Service and Support with the Sales function around shared priorities,

strengthen confidence in the support we provide, and ensure that technical expertise contributes

effectively to customer satisfaction and commercial relationships.

The postholder is expected to build a proactive, dependable and well-coordinated function: one that

anticipates issues, takes ownership of their resolution, and delivers on agreed commitments. They will

provide the business with clear visibility of performance and capacity, drive agreed improvements, and

ensure that customers and colleagues receive timely, realistic advice about what can be delivered and

when.

Key Responsibilities

1. Manage the provision of high-quality, timely service and repair, and pre-sales and post-sales

technical/product support, for Audio-Technica and all brands distributed by the UK office

across the United Kingdom and Ireland.

2. Directly manage the Technical Support and Service teams, setting clear individual and team

objectives and ensuring performance is reviewed against agreed KPIs, SLAs, quality

standards and customer-service expectations.

3. Coach and develop the Service and Product Support teams, ensuring that personal

development plans are agreed to support building their technical knowledge, capabilities and

confidence in effectively fulfilling their roles..

4. Plan workloads, allocate resources and monitor progress across repairs, technical support,

training and other agreed priorities, addressing delays or escalating issues where necessary.

Progress priority repairs and communicate clear, realistic completion timescales where

further prioritisation is not possible.

5. Oversee the quality of repair work and post-service testing, ensuring that products meet the

relevant specifications before being returned to customers.

6. Take ownership of escalated service issues and customer complaints, coordinating their

resolution within agreed commercial policies and delegated authority.

7. Ensure clear, consistent and empathetic customer communication, particularly when

resolving problems, explaining limitations or managing expectations about progress and

timescales.

8. Oversee service administration, including RMAs, transfer and service orders, quotations,

credit notes and returns, ensuring accurate and timely processing in accordance with

company procedures and approval requirements.

9. Coordinate spare parts requirements and agreed stock-control activities with Purchasing and

Operations, supporting timely repairs, accurate stock records and the prompt return of

saleable stock.

10. Oversee Service Centre housekeeping and agreed workplace checks, coordinating

necessary action with Operations to support a clean and safe working environment.

11. Build proactive relationships between Service and Support and other key stakeholders—

including Sales, Product Managers, Brand Managers, Customer Service, Accounts,

Purchasing and Operations—to ensure a coordinated response to customer and business

needs.

12. Assess the support needs of internal colleagues and external customers, agreeing

appropriate priorities, resources and achievable timescales.

13. Coordinate effective product and technical training for internal staff, including new starters

and existing colleagues who require updates on new or current products.

14. Manage the preparation and setup for all training sessions and technical demonstrations at

the Leeds Office. Coordinate the Support team’s delivery of sessions where appropriate and

oversee the ongoing maintenance and readiness of the training room and meeting rooms.

15. Analyse recurring product faults and technical enquiry trends, providing structured feedback

to Product and Brand Managers, or directly to suppliers where appropriate, so that repeated

issues can be investigated and addressed.

16. Coordinate technical investigations into complex or recurring faults, using appropriate

specialist resources to support diagnosis and resolution.

17. Monitor repeat product returns and recurring failures. Any product returned for the same or a

related fault more than twice must be formally reviewed and escalated, with the underlying

cause, customer impact and recommended corrective action documented.

18. Take ownership of the No Fault Found process, ensuring that appropriate diagnostic testing

has been completed, findings are documented consistently, recurring cases are analysed,

and customers and internal stakeholders receive a clear explanation of the outcome and

recommended next steps.

19. Own the operational performance of the UK and Ireland Service and Technical Support

function against agreed KPIs and service-level agreements. Produce a monthly management

report for the Commercial Director covering service demand, response and turnaround times,

backlog and ageing, first-time fix rates, repeat returns, No Fault Found outcomes, complaints,

escalations, team capacity and corrective actions. Escalate material SLA or KPI failures,

adverse trends and emerging customer or product risks promptly, rather than waiting for the

regular reporting cycle.

20. Produce and analyse Service and Support reports in line with agreed reporting requirements,

providing management with a clear understanding of demand, workload, performance and

areas requiring attention.

21. Represent the function in relevant management discussions, communicating operational

priorities, constraints and matters requiring wider business support.

22. Undertake any training or development required to ensure up to date product knowledge,

continued ability to carry out the requirements of the job role and general management

development.

Knowledge, Skills & Experience Required

Essential

• Strong professional audio experience, with practical knowledge of digital and analogue audio

products and their applications.

• Previous people management experience, including coaching, performance management and

staff development.