Technical Service Manager

Job Title: Technical Service Manager

Location: Hybrid working, home & Tech Hub Coimbra (monthly visits)

Working Hours: Monday - Friday, 40 hours

Job Status: Permanent

Who we are!

The Constellation Automotive Group is the largest vertically integrated digital car marketplace in Europe, combining the leading digital brands across the segments of Consumer to Business (C2B), Business to Business (B2B) and Business to Consumer (B2C). Across our digital platforms we exceed

£20billion of Gross Merchandises Value (‘GMV’) on an annual basis. This includes market leading brands such as BCA, We Buy Any Car, cinch and Marshall.

https://www.constellationautomotive.com/techhub

The Constellation Technology Team provides a group-wide set of Technology Products and Services across the Constellation Automotive Group.

About this team

FCM is a subsidiary of BCA, Europe’s largest used vehicle auction Company. Well over 1 million vehicles are managed via our solutions every year. FCM develops innovative software for mapping and controlling all processes in vehicle management. We are already making our solutions available to international corporations. One of our core competencies is the consideration of our customers' individual requirements in connection with our standard application. In the next 3 years we want to be the leading provider in our segment in Europe.

The Role

We are looking for a Technical Service Manager to own FleetPace’s technical service operations, ensuring customer issues are managed effectively from first-line support through to Engineering.

The Technical Service Manager will be responsible for the L2 and L3 support processes, driving resolution of complex issues, managing technical escalations, reducing backlog, and continuously improving the end-to-end support model.

Working closely with Customer Success, Product, Engineering and Support, the role ensures customers receive a consistent, high-quality technical service while helping scale FleetPace’s operational capabilities.

Key Responsibilities

Own Technical Service Operations

• Own the end-to-end L2 and L3 support processes.
• Drive resolution of the existing technical backlog.
• Prioritise work based on customer impact and business priorities.
• Coordinate technical escalations across Engineering and Product.
• Ensure ownership and accountability for customer issues until resolution.

Improve Support Operations

• Define and continuously improve the transition from L1 to L2 and L3.
• Establish clear ownership, SLAs and escalation paths.
• Identify recurring issues and implement preventative improvements.
• Reduce support effort through automation and process optimisation.

Customer Escalation Management

• Act as the technical escalation point for strategic customers.
• Coordinate cross-functional response during critical incidents.
• Provide customers with regular updates on complex technical issues.
• Ensure post-incident reviews and follow-up actions are completed.

Cross-functional Coordination

• Work closely with Engineering to prioritise technical work.
• Partner with Product to ensure recurring customer issues influence roadmap decisions.
• Support Customer Success with complex technical discussions.
• Improve communication between Support, Product and Engineering.

Service Performance

• Monitor backlog health and ageing.
• Track SLA performance.
• Report service metrics to leadership.
• Drive continuous improvement initiatives.

Required Qualifications & Skills

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, Information Systems or a related technical discipline.
• 5+ years’ experience in Technical Support, Technical Service Management, Service Delivery, Technical Account Management or a similar customer-facing technical role.
• Experience managing L2/L3 support processes and technical escalations.
• Experience working closely with Product and Engineering teams.
• Experience defining or improving support processes, SLAs and operational governance.
• Experience supporting enterprise SaaS or configurable software platforms.
• Experience working directly with enterprise customers.
• Strong understanding of technical support and incident management processes.
• Experience with ticketing and service management platforms (e.g. Jira Service Management, Zendesk, ServiceNow).
• Good understanding of APIs, integrations and software architecture.
• Ability to troubleshoot complex functional and technical issues.
• Strong stakeholder management and communication skills.
• Customer-focused with a strong sense of ownership.
• Ability to coordinate multiple teams without direct authority.
• Fluent English.

Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief, or disability.