Great Malvern (On-site)
£40,000-£50,000 DOE
Monday - Friday 37.5 hrs
Our Client is an assistive technology company that empowers people with disabilities to live a more independent lives.
They are proud to be a global leader in augmentative and alternative communication (AAC), supporting people across the UK, US, Europe, and beyond. But what truly sets them apart is the people: passionate, collaborative, and driven by the impact our products have every day.
If you're motivated by meaningful work and want to use your technical expertise to help create technology that genuinely changes lives, we'd love to hear from you.
The opportunity:
This is an exciting 12-month maternity cover opportunity for a Technical Service Lead to lead the Service and Repairs function, lead a talented team, and help ensure the people who rely on technology continue to receive exceptional service.
This is a unique opportunity for someone who enjoys combining hands-on technical problem-solving with people leadership and operational improvement. You'll play a key role in ensuring customers receive a responsive, reliable repair service while helping shape the future of our service operation as we continue to grow and evolve.
What you’ll be doing:
You'll lead the day-to-day operation of the Service and Repairs team, creating a culture where ownership, accountability and continuous improvement thrive.
You'll support, coach and develop team members, helping them build confidence, capability and technical expertise while ensuring the team is motivated, engaged and aligned with business priorities.
You'll act as a technical expert within the business, supporting complex fault diagnosis and repairs, leading root cause investigations, and working closely with our Hardware Engineering team to improve product reliability and customer outcomes.
Working collaboratively across Customer Services, Production, Quality, Supply Chain and Engineering, you'll help remove barriers, improve communication and drive operational excellence across the entire customer journey.
You'll also lead improvements that reduce turnaround times, streamline processes, improve reporting, introduce best practice and prepare the department for future regulatory requirements, including ISO 13485 compliance.
Why this role is unique:
This isn't a typical service leadership role.
You'll be working at the intersection of:
• Assistive technology and accessibility.
• Technical troubleshooting and people leadership.
• Customer experience and operational excellence.
• Product reliability, quality and regulatory compliance.
Every repair you and your team complete has a direct impact on someone's ability to communicate, connect with others and live independently. The work is technically challenging, highly rewarding and genuinely meaningful.
What we’re looking for:
We're looking for a rare combination of technical expertise, leadership capability and a passion for continuous improvement.
Essential experience:
• A technical qualification in electronics, engineering or a related discipline.
• Experience diagnosing, troubleshooting and repairing electronic products.
• Proven experience leading, motivating and developing technical teams.
• Strong communication and relationship-building skills.
• Excellent troubleshooting and root cause analysis capability.
• Experience using ERP systems.
• Strong organisational skills with the ability to manage competing priorities.
• Excellent written and verbal communication skills
Desirable experience:
• Medical devices and regulated products.
• ISO 13485 and quality management systems.
• Six Sigma methodologies.
• CAPA investigations.
• Business Central.
• Electronics fault-finding to component level.
If this sounds like you and you can commit to a 12 month role, please contact us
Salary description
£40000.00 - £50000.00 per year