Regional Automotive Support Leader

Kerridge Commercial Systems (KCS) is the market leader in developing and delivering fully integrated business management solutions for distributors, suppliers, resellers, wholesalers and merchants. Our mission is simple: to design, implement and support high performance systems that enable our customers to source effectively, stock efficiently, sell profitably and service competitively.

Main purpose of the role

Motivating the team and leading by example, enabling continuous improvement to deliver first-class support services. Ensure we provide a prompt, accurate and professional response or escalation to all incoming customer queries, with the aim of maintaining customer satisfaction in MAM and its products. Communicating via multiple media to maintain strong relationships across multiple locations.

Key Responsibilities:
**Ensure a first-class service to our customers**:

- Motivation and leadership of Helpdesk staff, promoting hard work, “no blame” attitude and a positive message
- Keep abreast of industry standards and implement as required to develop service
- Work with other areas of business to improve holistic service delivery
- Develop self to keep the service and department up to date with external market
- Provide a role-model/aspirational figure within the team, delivering daily examples of expected levels of performance, self-development and “can do” attitude
- Identify and lead on tangible continuous improvement to better serve our customers
- Provide input into department strategy and lead on strategy implementation
- To undertake such training as deemed appropriate to the post held
- To deputise in the absence of the Service Desk Team Leader

**Take care of your direct reports**:

- Perform regular 1-2-1 sessions to ensure well-being and career progression
- Ensure training, development and innovation activities for team
- Coach directs to ensure standards are maintained and improved
- Ensure action is taken on customer satisfaction surveys and other feedback
- Provide escalation support for customers and/or team

Key Requirements:

- Good IT skills with demonstrable experience in a similar IT support role
- Experience of departmental management in a technical IT services environment
- Ability to work under pressure in a fast-paced environment
- Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
- Consistently produce high quality and detailed documentation and reports
- Experience of adhering to, implementing and improving service metrics i.e., SLAs, OLAs and KPIs
- Evidence of delivering productivity, innovation and quality in a similar role
- Confident leader, with the natural ability to motivate and lead a team
- Decision maker under pressure
- Understands priority and urgency of customers business requirements
- Business/commercial awareness
- IT culture awareness
- Forward thinking/proactive nature
- Multi-tasker

**Desirable**
- Knowledge and experience of Microsoft SQL Server
- Knowledge of ERP or business IT systems
- ITIL Qualified

The above duties and responsibilities should be regarded as neither exclusive nor exhaustive, as the post holder may be required to undertake other reasonably determined duties commensurate with the post, without changing the general character of the post.

Equal Opportunities

KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.
- To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes._