Scotmas Group are seeking a Technical Support Manager.
To play a crucial hands-on role responsible for leading the technical support team; designing and implementing customer centric solutions using standard Scotmas products; managing the resolution of technical support requests from internal and partner sources; overseeing technical training to internal users and distribution partners, supporting service team / commercial team on site surveys where required.
Providing line management support to the Tier 3 Senior Project Engineers.
This role involves collaborating with other teams such as Commercial, Site Service, QA and R&D to continuously improve technical processes and products, manage resources, and ensuring that all technical service operations are aligned with the company’s objectives and customer needs.
Benefits
- Head Office Kelso, Scottish Borders 5 days per week
- Competitive salary
- Group Personal Pension
- Private Health Insurance after 3 years of service
- Bike to work scheme
- Electric car salary sacrifice scheme after specific period of employment
Responsibilities
- Lead, mentor, and manage a team of Tier 3 Senior Project Engineers.
- Ensure the team is adequately trained and equipped to handle technical issues.
- Set performance goals and conduct regular performance evaluations.
- Foster a positive and collaborative work environment.
- Oversee the technical support process to ensure timely and effective resolution of technical tickets raised by Commercial, Operations. Service or Quality teams.
- Manage escalations and ensure critical issues are addressed promptly.
- Monitor key performance indicators (KPIs) to ensure service quality and efficiency.
- Work with the Commercial team to understand the site-specific requirements.
- Agree the Solution Design and sign off technical documents as per company procedures.
- Identify opportunities for improving technical support processes and implement best practices.
- Develop and maintain documentation related to technical support procedures.
- Implement automation and other technologies to streamline service delivery.
- Work closely with other departments such by Commercial, R&D, Operations. Service and Quality teams to ensure seamless support delivery.
- Participate in cross-functional meetings to represent the technical support function and provide insights on technical issues.
- Liaise closely with R&D teams to continuously improve products in line with customer requirements.
What about you?
- Bachelor’s degree in Engineering or a related field. A master’s degree is a plus.
- Strong experience of Engineered Water Treatment systems, ideally ClO2 technology (5+ years).
- Proven experience in a technical support or service management role, preferably in a managerial position (5+ years).
- Strategic thinking and planning.
- Financial acumen and budget management.
- Excellent communication and negotiation skills.
- Strong organisational and problem-solving abilities.
- Ability to lead and inspire teams.
- Customer-focused approach to service delivery.
- High level of integrity and ethical standards.
- Ability to manage change and drive innovation.
- Comprehensive understanding of relevant legislation, regulations, and industry standards.
Scotmas Group
Scotmas Group is headquartered in Kelso in the Scottish Borders. We are a world leader in hygiene protection and water treatment, we develop and manufacture products that protect against water-borne diseases that can be encountered around the world.
We are currently going through an expansion growth within the business and this is an exciting time to join a forward thinking local company, that has also just attained the certified B Corporation standard.
Working with the Local Community
The B Corp certification reinforces Scotmas’ dedication to supporting the community by fostering local talent, partnering with nearby businesses, and backing charitable initiatives that make a real difference. By aligning growth with the needs of the Scottish Borders, the company aims to create a positive ripple effect that benefits everyone in the region.
This achievement is a boost for Scotmas and the wider Scottish Borders community. As a business rooted in the region, Scotmas is deeply committed to creating high-quality jobs, apprenticeships, and meaningful career opportunities that contribute to the local economy.
Our Mission in Action: Tackling critical issues like water scarcity, marine pollution, and disease control with practical, impactful solutions.
Commitment to People and Planet: Staying true to our promise to prioritize sustainability and community impact alongside financial success.
Leadership and Trust: Showing our customers, partners, and team that Scotmas is serious about doing business the right way.
Scotmas Group is committed to diversity and inclusion. We welcome applicants from all backgrounds and are dedicated to creating an inclusive environment for all employees.
Apply
If you are interested in the position and would like to know more or apply to be part of this forward thinking organisation, please send us a copy of your updated CV along with a cover letter highlighting your skills and experience that make you the ideal candidate for the role. You can send your application to careers@scotmas.com.
