Technical Support and Training Manager

Technical Support & Training Manager

UMD – Ultimation Direct Ltd
Location: Newark, Nottinghamshire
Full-Time | Permanent

UMD designs and manufactures high-quality perimeter security solutions engineered for strength, reliability and long-term performance. Supplying the trade throughout the UK, we specialise in sliding and swing gates, barriers, turnstiles and pedestrian access systems for commercial, industrial and high-security environments.

As our business continues to grow, we are looking for an experienced and technically capable Technical Support & Training Manager to take responsibility for the delivery and continued development of our technical support and customer training function.

This is a varied and influential role combining technical leadership, customer support, training and practical field support. It would suit someone with a strong technical background who enjoys solving problems, developing others and delivering a high standard of customer service.

The Role

Working closely with our Technical, Operations and wider management teams, you will be responsible for:

• Taking ownership of the day-to-day technical support function and ensuring customers receive knowledgeable, timely and practical assistance.
• Providing technical guidance and support to customers, engineers and internal teams.
• Diagnosing complex technical issues and providing practical solutions by telephone, email and remote support.
• Developing, coordinating and delivering technical and product training for customers and colleagues.
• Ensuring technical training remains relevant, consistent and aligned with UMD products and installation standards.
• Supporting customers with installation, commissioning, configuration and fault-finding queries.
• Visiting customer sites across the UK when required to provide hands-on technical and field support.
• Taking the lead on more complex technical issues where additional support or investigation is required.
• Identifying recurring technical issues and working with relevant departments to improve products, processes, installation guidance and customer experience.
• Developing and maintaining technical documentation, training materials, product guides and support information.
• Supporting new product introductions by ensuring appropriate technical information and training are available.
• Building strong working relationships with customers and acting as a key technical point of contact for the business.
• Helping to continually improve the effectiveness and professionalism of UMD's technical support and training provision.

About You

We are looking for someone who:

• Has a strong technical or engineering background.
• Has experience within a technical support, training, engineering or similar customer-facing technical role.
• Is confident diagnosing complex problems and developing practical solutions.
• Can communicate technical information clearly to people with varying levels of knowledge and experience.
• Is confident delivering training to both individuals and groups.
• Has strong communication, organisational and customer service skills.
• Is comfortable taking ownership of issues and seeing them through to resolution.
• Has the ability to build credibility with customers, engineers and colleagues.
• Is proactive and able to identify opportunities to improve technical support, training and processes.
• Is comfortable working independently as well as collaboratively across the business.
• Is willing to travel to customer sites throughout the UK when required.
• Holds a full UK driving licence.

Experience within automated gates, access control, electrical systems, industrial doors, barriers or a similar engineering environment would be particularly advantageous.

What We Offer

This is an excellent opportunity to join a growing UK manufacturer in a key role where you will have the opportunity to shape and develop the technical support and training function as the business continues to expand.

You will receive comprehensive training on UMD products and systems and work alongside an experienced team with a strong focus on product quality, technical excellence and customer service.

If you are technically strong, enjoy developing others and want a role where you can combine technical problem-solving with training, customer interaction and practical field support, we would like to hear from you.

We offer a very competitive salary based on skills, knowledge and experience in this field

Apply now with your CV and details of your relevant experience.

Benefits:

• Company pension
• Free parking
• On-site gym
• On-site parking

Work Location: In person