• Lead, train and develop direct reports through effective coaching; regular review of objectives and succession planning within the team• Provision of sales quotations for spare parts to customers in the surveillance market sector.• Delivery of sales order for spare parts to customers in the surveillance market sector.• Management of service restoration to external customers in the surveillance market sector.• Management of warranty resolution for external customers in the surveillance market sector.• Management of after Surveillance After Sales support contracts.• Management of the requirements associated with the exportation of goods and services through appropriate export controls, including applications for export licenses.• Interface with programme management team to provide effective handover from programmes to after sales support phase. • With others develop spare parts pricing strategies for the Surveillance Market sectors.• Generation of Surveillance spares parts catalogues.• Control and development of the company returns procedure.• Management of the customer property repair procedure.• Reconciliation and reporting of department balance sheet accounts.• Complete the Financial Status Reporting (FSR) for Surveillance business projects.• With other support the provision of data maintenance within the company CRM system.

• Answering e-mails and telephone calls within SLAs • Supporting in house software • Implementing procedures for the helpdesk• Hosting webex sessions to resolve errors• Investigating tax queries as much as possible before escalating• Feeding back escalated answers in a user friendly way• Escalating tickets to the Exmouth and US team for support on other products• Assisting the hosting team on (Citrix environment);• Creating / editing / deleting users• Troubleshooting connection issues• Assisting the sales and implementations team with technical queries

• Managing the 24/7 support desk rota (team of 7)• Managing the trials of the ChartCo service onboard vessels and in offices• Monthly reports on KPI and other valuable information of support• Approving and checking of Sales Orders for hardware despatch• Approving third party engineer invoices to invoice the customer and then to go to accounts• Attending manager meetings• Running meetings, this would include the weekly Support review and any urgent matters• Managing complaints, this includes logging, replying and implementing steps to stop reoccurrence• Conducting reviews of the support team members• Acting as an escalation point for the team and customers• Managing software issues and improvements to be logged in Gemini (project tracker)• Random checks on the support desk issues, checking cases and listening to phone calls• Ensuring cases are managed, completed and closed correctly

• Answering e-mails and telephone calls within SLAs • Supporting in house software along with Microsoft software• Supporting speciality hardware• Installing hardware and software on Vessels around Europe• Remaining flexible on office shifts and trips across Europe• Meeting Customers to discuss how the product is installed• Training engineers around the world to install hardware and software

• Answering e-mails and telephone calls within SLAs• Supporting in speciality software• Providing licenses to software• Ensuring timely delivery of update CDs and permits (licenses)

• Oversee the day-to-day running of the despatch department• Responsible for a team of 5 staff• Training & induction of new staff• Deal with customers orders, invoices & queries• To support the senior management team