Team Leader - Hotliner Hybrid
Who we are. What we do.
We are Bystronic – a global technology company passionate about creating an impact for a sustainable future with sheet metal and beyond.
We want to work with people who support us in creating innovative solutions to move our industry forward. Our focus is on automating the complete material and data flow of the laser cutting and bending process chain.
In a nutshell
Lead and develop the Hotline team while providing expert technical support on complex customer cases from first report to full resolution.
What drives this department
Our Technical Support team is the front line of remote problem-solving. We ensure customers stay operational by providing fast, accurate, and high-quality technical support. The team works closely with Field Service, Customer Service, and Spares to deliver an outstanding customer experience.
What you will be doing
Technical Support & Case Resolution
- Handle complex technical cases, from diagnosis through to full resolution.
- Use specialist tools, documentation, and procedures to troubleshoot issues efficiently.
- Provide expert-level advice to customers and internal teams.
- Escalate issues appropriately and ensure accurate follow-through.
Customer Interaction
- Deliver clear, professional communication to customers.
- Ensure a positive customer experience through timely responses and proactive updates.
Team Leadership & People Development
- Lead and develop a high-performing Hotline team.
- Provide coaching, guidance, and structured feedback to build technical capability.
- Resolve conflicts, support change, and foster a collaborative working environment.
- Empower the team to make sound decisions and take ownership of cases.
Internal Collaboration & Learning
- Work closely with engineering, customer service, and spares teams to share insights and expertise.
- Promote continuous learning and technical development within the team.
Process Improvement
- Identify inefficiencies and propose solutions to improve technical support processes.
- Contribute to the refinement of case-handling procedures, documentation, and knowledge management.
Reporting & Analysis
- Produce accurate reports on case trends, team performance, and customer issues.
- Analyse recurring problems to support long-term technical solutions.
Your education & experience
- Background in technical support, field service, engineering, or similar.
- Strong diagnostic and problem-solving capability.
- Experience with complex technical systems, preferably within machinery, automation, CNC/PLC, or industrial equipment.
- Prior leadership experience desirable (team leader, senior engineer, or mentor role)
What you need to succeed
- Strong communication and customer-handling skills.
- Ability to stay calm under pressure and manage competing priorities.
- Confident decision-maker with the ability to handle incomplete information.
- Demonstrated leadership behaviours: coaching, accountability, integrity, and consistency.
- Skilled at resolving conflict and building collaboration.
- Comfortable working through change and helping others adapt.
- Strong analytical thinking and attention to detail.
- Committed to delivering high-quality technical support.
What else you can bring to the table
- Experience working with global teams.
- Knowledge of service processes, CRM systems, and case-handling workflows.
- Ability to train others in technical content.
Your edge
Be recognised as a technical specialist with the ability to solve problems others can’t and the leadership capability to lift a whole team to that standard.
What’s in it for you
- Competitive salary
- Private Medical Insurance
- Pension & Life Insurance
- Laptop, phone, and relevant equipment provided
- Learning and development opportunities
- Access to wellbeing support and employee benefits platform
- 25 days’ holiday plus bank holidays
People power our purpose
Imagine working in an environment that helps move the company to the next level, where your passion, values, and skills are integral to impacting the sheet metal industry and beyond. At Bystronic, this can become your reality. Our people are the edge to drive and nurture our ambitions and continued success. Together we have created a culture where our people are central, inspiring us to make decisions that best serve them and are aligned with our purpose.
As much as we are in a technology business, human beings drive real change.
Interested?
Does this versatile challenge appeal to you? Then we look forward to getting to know you! You can submit your application on our platform with just a few clicks.
We look forward to receiving your online application.
Deadline is Friday 28th November