Technical Support Lead

Optirank; United Kingdom; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading technical support organization in Cambridge is seeking a Technical Support Lead to lead a high-performing service team. You will drive technical support for X-ray inspection products and ensure customer satisfaction through effective issue resolution. We seek a leader with a degree in engineering and proven experience in service roles. Join us for competitive salary, career growth, and a supportive work environment.

Benefits

Competitive salary

Employee bonus plan

Free onsite parking

Career progression opportunities

25 days holiday plus bank holidays

4x salary Life Assurance

24/7 Employee Assistance Programme

Qualifications

• Proven experience in a service leadership role with international responsibilities.
• Strong written and verbal communication abilities, capable of interacting across all organisational levels.
• Skilled in coordinating multi-tiered technical support functions.

Responsibilities

• Lead and develop a high-performing service team to deliver technical support.
• Support the introduction of new products to meet service standards.
• Champion root cause analysis processes to resolve quality issues.

Skills

Service leadership experience

Degree in relevant engineering discipline

Customer-facing technical roles background

Strong communication abilities

Understanding of industrial equipment

Coordinating technical support functions

Motivational and people-focused

Willingness to travel internationally

Education

Degree in Electrical/Electronic, Mechanical, Automotive, or Aeronautical Engineering

Job description

OptiRank, Cambridge, England, United Kingdom

Technical Support Lead

Location: Cambridge, England, United Kingdom

Date posted: November 06, 2025

Job ID: 20685

Our Opening and Your Responsibilities

• Lead and develop a high-performing service team to deliver first-class technical support across all X-ray inspection products.
• Support the introduction of new products to market, ensuring alignment with METTLER TOLEDO's service delivery standards.
• Establish and maintain efficient processes to resolve technical issues effectively, deploying appropriate expertise where needed.
• Ensure accurate tracking, management, and resolution of technical issues to meet customer expectations.
• Act as the escalation point for complex or critical issues, providing leadership and resolution plans.
• Champion root cause analysis processes to identify, document and resolve product or service quality issues.
• Ensure internal and partner-based service teams receive appropriate training to deliver their responsibilities effectively.
• Take ownership of issuing technical and safety bulletins to relevant stakeholders.
• Ensure the Document and Service Management (DSM) system is regularly updated with current and relevant content.
• Continuously assess service tools and processes to identify and implement improvements that enhance operational efficiency and customer satisfaction.

What You Need to Succeed

• Proven experience in a service leadership role with international responsibilities
• Degree (or equivalent qualification) in a relevant engineering discipline such as Electrical/Electronic, Mechanical, Automotive or Aeronautical Engineering
• Strong background in customer-facing technical roles such as field service or support engineering, preferably within the FMCG or industrial equipment sector
• Strong written and verbal communication abilities, capable of interacting across all organisational levels
• Deep understanding of industrial equipment, ideally including mechanical, electrical and software systems
• Skilled in coordinating multi-tiered technical support functions (telephone, field, third-line, and training support)
• Motivational and people-focused, capable of building a cohesive, high-performing team
• Willingness to travel internationally as needed

Our Offer to You

• Competitive salary
• Employee bonus plan
• Free onsite parking
• Career progression and development opportunities
• 25 days holiday plus bank holidays
• 4x salary Life Assurance
• Access to 24/7 Employee Assistance Programme to support mental health and wellbeing.

About METTLER TOLEDO

METTLER TOLEDO is a global leader in precision instruments and services. We are renowned for innovation and quality across laboratory, process analytics, industrial, product inspection, and retailing applications. Our sales and service network is one of the most extensive in the industry. Our products are sold in more than 140 countries, and we have a direct presence in approximately 40 countries. For more information, please visit www.mt.com.

Equal Opportunity Employment

We promote equal opportunity worldwide and value diversity in our global workforce, which reflects the diversity in the many countries in which we operate internationally. Our commitment to Equal Opportunity and Diversity begins with our recruitment and selection process. We will ensure that individuals with disabilities are provided reasonable adjustments to participate in the job application or interview process. If you consider yourself to have a disability or learning difficulty which means you are unable to complete the application process online, please get in touch by email to so that we can make alternative arrangements for you. For more information on our commitment to Sustainability, Diversity and Equal Opportunity please visit us here.