Customer Support Lead

Are you the person your team turns to when a customer escalates, and a part has not arrived? Do you want to lead a team that keeps our customers’ equipment running? Join Topcon, a company with the ambition to make the world a better place at the intersection of eye healthcare and technology!

What you will do
You lead the Customer Support Team supporting our customers across the UK and Ireland. You make sure every service request is handled accurately, on time, and you are the escalation point when things get complex.

Reporting to the Service Manager, you will:

• Lead, coach and support a team of Customer Support Administrators
• Monitor workloads, allocate resources and prioritise activities so requests are handled timely
• Act as the primary escalation point for complex customer issues and see them through to resolution
• Plan and optimise engineer scheduling, including parts availability and job completion
• Coordinate product installations with sales, engineers and customers
• Manage the administration for our retained engineers – scheduling, parts requests and job creation
• Coordinate logistics for repairs, returns and shipments to and from service workshops
• Work with procurement and the warehouse to keep service parts stock at the right level
• Ensure service orders are accurately verified, invoiced and tracked
• Monitor invoicing and payment tracking, and resolve billing issues
• Make sure service records, case updates, service reports and service agreements are complete and accurate in our systems
• Produce and review performance reports, KPIs and operational metrics
• Identify and implement process improvements that make service delivery more efficient and improve the customer experience

You are an experienced service operations professional who already leads people, or is ready for that step having supervised a team. You are highly organized, calm under pressure and comfortable switching between a customer escalation, a scheduling problem and a KPI report in the same hour.

In particular you bring:

• At least 5 years’ experience in a service administration or service coordination environment
• Experience in a supervisory or team leadership role
• A solid understanding of service operations, engineer scheduling and customer service processes
• An analytical mindset – you use performance data to make decisions
• Strong written and verbal communication skills
• Experience with SAP and Microsoft Office (particularly Excel) – preferred
• Knowledge of health and safety and data protection requirements

Join Topcon
At Topcon you’ll work with advanced medical technology that helps clinicians detect and treat eye disease earlier. Our equipment is in hospitals, clinics and practices across the UK and Ireland, and your team is what keeps it working for patients. If you’re ready to lead that, we’d love to hear from you – apply now.