Client Support Manager

UTEC, part of Acteon Geo Services, is one of the world's largest independent offshore and onshore survey providers. We provide a wide range of survey, positioning and data management services using the most advanced equipment and techniques. The data we generate provides our clients with the information they need to make critical, well informed, business decisions.

The Client Support Manager will play a key role in managing and expanding UTEC Geo-services Structural Monitoring relationships with existing customers, ensuring satisfaction and providing technical support post-installation and for operating life of the system This position is to be based in Wokingham and requires a technically skilled individual who is adept at troubleshooting, offering service enhancements, and identifying new sales opportunities including but not limited to spare parts, service intervention, maintenance contracts and upgrades based on evolving customer needs and advancements in technology. The ideal candidate will help develop and execute a proactive after-sales strategy to maximize customer value and identify revenue growth opportunities within UTEC’s customer base.

Duties & Main Responsibilities:

Customer Relationship Development and Offering Expansion

• Build and maintain strong bespoke, lasting relationships with existing customers by understanding their operational goals and needs identifying ways UTEC’s offerings can add value ensuring that they receive world class cover.
• Review and assess current customer profiles to uncover opportunities for advanced product features, system enhancements, or support packages.
• Gather and analyse customer feedback on Pulse’s systems to better understand usage patterns, gaps, or emerging needs, and relay findings to the Sales and R&D teams for product improvement.

Developing and Implementing an After-Sales Plan

• Design and implement a structured after-sales plan to ensure proactive support, addressing customer needs at key lifecycle stages.
• Coordinate with the I&C Manager to plan regular check-ins, maintenance schedules, and service updates for each client.
• Establish and track key performance metrics (KPIs) to assess the effectiveness of after-sales support, including customer satisfaction scores, response times, and system uptime.

Coordination with Installation & Commissioning Team

• Work closely with the Installation & Commissioning team to ensure that maintenance schedules and technical support plans are aligned with initial installation and commissioning timelines.
• Coordinate maintenance visits, ensuring that both after-sales and installation teams are fully informed on technical requirements, customer expectations, and timing.
• Collaborate on handover processes after commissioning, ensuring the customer receives comprehensive guidance on ongoing support and any scheduled maintenance requirements.
• Identify any site-specific challenges or customer preferences early on to tailor support and maintenance plans accordingly.

Proactive Technology Assessments for Enhanced Sales Opportunities

• Conduct regular assessments of client systems to identify areas for performance improvement or efficiency gains through newer UTEC technologies.
• Collaborate with the R&D team to understand recent technological advancements and assess their applicability to current customers’ operations.
• Prepare and present tailored proposals for upgrades or add-ons to customers, detailing the specific benefits these improvements offer based on their operational goals.

Tracking Warranty Periods and Identifying Sales Opportunities

• Monitor customer warranty periods and proactively engage clients nearing warranty expiration with offers for extended coverage, upgraded support, or add-on services.
• Develop communication strategies to reach out to clients at key warranty milestones, presenting options for continued coverage and additional service enhancements.
• Partner with Sales to structure and present promotions or value-added packages that encourage customers to extend their support agreements with UTEC.

Issue Resolution and Technical Support

• Provide prompt, high-quality technical support to resolve customer issues post-installation, working closely with engineering teams to troubleshoot and resolve cases effectively.
• Document support interactions and maintain comprehensive records to help identify recurring issues and inform product development.
• Deliver training sessions and guidance to customers on system usage and best practices, promoting a high level of customer understanding and satisfaction.

Managing Rental Equipment Revenue Generation

• Oversee the management of rental equipment to maximize revenue generation, including tracking usage, maintenance, and identifying potential clients who may benefit from rental solutions. Including execution of the US Service delivery model to deliver and initialize kit on quayside and co-ordinate with I&C manager where offshore support will be required. including execution of the US service delivery model to initialize kit on quayside model coordinating with I&C team where offshore support is required.
• Develop and implement strategies to increase rental utilization rates among existing customers and explore new rental agreements as part of after-sales support.

Preparing Quotations for All Sales Opportunities

• Generate and deliver detailed quotations for customers for various sales opportunities, including equipment upgrades, maintenance plans, and service packages.
• Ensure that quotations are customized based on specific client requirements and align with UTEC's pricing and profitability guidelines.

Carrying Out Site Survey Works to Identify Sales Opportunities

• Conduct site surveys to gain first hand insights into customer environments and operational needs, which will be fundamental to system design and overall project scope and help to identify and evaluate new sales opportunities.
• Use findings from site surveys to prepare targeted proposals that align with customer needs and support their long-term success.

Education & Experience

• Bachelor’s degree in Engineering, Mechanical Engineering, Electronics, or a related technical field.
• 3+ years of experience in after-sales support, technical support, or a similar role, ideally within the structural monitoring, offshore, or oil & gas industry

Technical Skills

• Strong knowledge of structural health monitoring systems, sensor technologies, and related data management tools.
• Hands-on experience with troubleshooting and diagnosing technical issues; comfortable with data
• analysis and system diagnostics.
• Familiarity with remote monitoring software, CRM systems, and customer support tools.

Sales and Communication Skills

• Excellent verbal and written communication skills; able to present technical information clearly to both technical and non-technical audiences.
• Demonstrated ability to identify and pursue sales opportunities within a technical support environment.

Additional Skills

• Highly organized with the ability to manage multiple clients, service plans, and technical issues simultaneously.
• Self-motivated with the ability to work independently, prioritize tasks, and adapt to changing customer requirements.