Technical Support Manager

Scanomat UK&I is a pioneer in coffee technology, home of the world-renowned TopBrewer – a game-changing coffee machine redefining innovation in the industry. We are on a mission to revolutionise coffee experiences across workplaces, hospitality, and beyond, by combining design, technology, and sustainability.

We now serve over 30 million drinks a year and counting! 

Our culture is dynamic, forward-thinking and full of opportunities for growth. You will collaborate with smart, creative, and likeminded people who genuinely care about their work – and about each other.

We are now seeking a Technical Support Manager with a passion for people, customer service, technology, and coffee – someone ready to challenge the status quo and push our business forward into the next era of growth.

The Opportunity

As Technical Support Manager, you will lead and develop our support team to deliver exceptional service performance and foster a culture of proactive, data-led decision making. This is a pivotal leadership role combining people development, cross-departmental collaboration, and a strategic mindset to ensure business KPIs, SLAs, and customer satisfaction are consistently exceeded.

Location: Hybrid - Midlands-based (within 25-mile radius of Rugby)

Hours:  Monday to Friday (full-time) 8am-5pm – 1hr lunch

Salary: £32,000 - £36,000

Reports to: Head of Service Operations

Travel: National travel required, occasional air travel

• Lead and inspire the technical support team to deliver excellence in customer service and technical resolution.
• Drive the highest level of customer engagement in all internal and external communication.
• Drive performance using smart dashboards, original reporting, and AI-enabled tools – think Minority Report level insights.
• Challenge conventional methods and create new, scalable solutions to both new and legacy problems.
• Oversee national scheduling, diary planning, and support operations with full ownership of departmental cohesion.
• Champion high-level reporting, communication, and case-based strategic thinking to inform business decisions.
• Collaborate across departments to deliver unified support experiences.
• Implement and evolve strategic growth plans for service delivery in line with wider business goals.
• Drive CRM (Microsoft Dynamics 365) engagement, reporting, and case tracking with an original mindset.
• Ensure robust reporting on KPIs, SLAs, and team performance metrics.
• Lead projects and continuous improvement initiatives across service operations.
• Develop training and support pathways to upskill the team and promote leadership from within.

• Minimum 5 years’ experience in a technical service delivery or support environment (coffee or similar industry preferred).
• Proven leadership experience in team and project management with strong people development skills and attention to detail.
• Exceptional emotional intelligence, communication, and motivational leadership qualities.
• Passion for innovation with a “can-do” mindset and solution-focused approach.
• High degree of IT literacy, including Microsoft 365, CRM systems, and digital reporting tools.
• Ability to think strategically while solving real-world, on-the-ground problems.
• Full UK driving licence and willingness to travel nationally, occasionally overseas.
• Degree-level education (preferably in business or similar), but not essential with relevant experience.
• Resilient, flexible, and ready to meet the evolving needs of both business and customers.
• A love of coffee is a big plus. Coffee knowledge is desirable, though not essential.

Be part of a cutting-edge company redefining the future of coffee experiences.
Lead a high-performing team in a business that values innovation and personal growth.
Influence real change and drive strategic transformation across the UK&I operation.
Enjoy a dynamic, people-first culture with strong leadership and collaboration at its heart.

What we offer

• £32,000 to £36,000 Salary depending on experience
• Working from home regularly
• Company pension contributions
• Company bonus scheme
• 26 days annual leave plus bank holidays
• Extra day holiday for birthday and optional day for charitable based volunteering
• Vitality Health & death in service benefits
• Business travel expenses
• Whole company conferences and socials
• Apple equipment 

Be a driving force in delivering excellence in coffee industry tech. If you’re ready to lead with purpose, create proactive service solutions, and inspire a team to exceed expectations — we want to hear from you. Send your CV to alistair@scanomat.co.uk