Technical Support Specialist conducting sample analyses using LFD and ELISA test kits at Romer Labs. Engage with customers by providing training and addressing technical inquiries.
About the role
- Technical Support Leader at BW Packaging designing and embedding data-driven support strategies across EMEA. Collaborating with cross-functional teams to enhance operational excellence in technical support.
Responsibilities
- Define and execute the strategy to transition EMEA technical support from SME-led problem solving to a data- and system-enabled support model.
- Design and implement a structured technical knowledge ecosystem, including document organisation, metadata standards, and controlled data repositories.
- Lead the development of analytical and AI-enabled tools that interrogate technical documentation, service history, and product data to support rapid decision-making.
- Establish standard work, workflows, and decision trees that allow technical generalists to support multiple product types effectively.
- Own the integration of technical support processes within D365 and other enterprise systems to ensure consistent case tracking, data capture, and reporting.
- Define, publish, and continuously improve performance metrics related to response time, resolution quality, repeat issues, and knowledge reuse.
- Work closely with Product Engineering, Field Service, IT, and Global Technical Support to ensure data accuracy, governance, and system scalability.
- Build and lead a small, high-impact technical support and systems development team, developing capability in data literacy and structured problem solving.
- Identify systemic technical issues and trends using data analysis and translate insights into preventative actions, documentation updates, and product feedback.
- Support EMEA-wide coverage across multiple product lines while minimising dependency on individual experts.
Requirements
- Significant experience in technical support, service engineering, or service operations within capital equipment or industrial manufacturing environments.
- Demonstrated success in building systems, processes, or platforms that reduce reliance on individual expertise and improve scalability.
- Strong experience with data analysis, knowledge management systems, ERP/CRM platforms (e.g., D365), and business intelligence tools.
- Proven ability to translate complex technical content into structured, usable decision support for non-specialist users.
- Experience leading cross-functional initiatives involving IT, engineering, and service teams.
- Background in continuous improvement, standard work, or operational excellence methodologies.
Benefits
- Health insurance
- Professional development opportunities
- Flexible working arrangements
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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