Job Title:
Customer Success Technical Lead

Reporting to:
Customer Success Manager

Purpose of Role:

The Customer Success Technical Lead provides high-quality technical support to retailer customers, ensuring their success and satisfaction. This role focuses on the retention and development of existing end-user customers and contributes to the growth of EHG brands.

Who are we?

Erwin Hymer Group UK is a leading manufacturer of Caravans, Campervans and Motorhomes. Employing over 380 staff at our 115,900 sq m Consett site, our thriving manufacturing plant is at the heart of our company. We build the biggest and best-known brands in the sector: Elddis, Xplore and Buccaneer. EHG UK is part of German-based Erwin Hymer Group and owned by US giant, THOR Industries, Inc., the World’s largest leisure vehicle manufacturer.

We’re proud to build a vast choice of award-winning leisure vehicles, available from our growing network of specialist Retailers.

What you can expect:

• Salary is £37,300
• Company pension
• Free onsite parking
• Access to employee benefits hub with discounts at thousands of partner brands
• Cycle to work scheme

Key Responsibilities:

Technical Support
• Provide advanced technical support to retailer customers, ensuring timely resolution of complex warranty issues.
• Serve as the escalation point for unresolved technical issues from Customer Success Advisors and Customer Care advisors.
• Lead efforts to resolve complex technical issues and warranty claims, ensuring a thorough investigation and satisfactory resolution for retailer customers, involving other departments as required.

Team Coordination and Leadership
• Work within a matrix management structure, indirectly leading teams aligned to account manager territories, providing direction and support to the team in line with the business strategy.
• Coordinate and guide Customer Success Advisors and Customer Care Advisors, ensuring consistency and efficiency in customer support and technical solutions.
• Provide training and mentorship to Customer Success Advisors and other team members, ensuring they possess the skills and knowledge required to support retailer customers effectively.
• Chair meetings including setting an agenda, documenting and issuing minutes, and following up actions.

Customer Relationship Management
• Build and maintain strong relationships with retailer customers via regular calls and visits, understanding their needs and ensuring their satisfaction with warranty support services.
• Proactively identify opportunities to enhance customer success and satisfaction.
• Gather and analyse customer feedback, using it to inform improvements in warranty support and overall customer success initiatives.
• Communicate feedback to relevant teams and stakeholders, ensuring continuous improvement.
• Collaborate with Account Managers to understand territory-specific needs and tailor support strategies accordingly.

Process Improvement and Strategy
• Assess and improve existing warranty support processes, implementing best practices and innovative solutions to enhance efficiency and customer satisfaction.
• Monitor key performance indicators (KPIs) and service level agreements (SLAs), driving improvements where necessary.
• Contribute to the development and execution of customer success strategies, aligning with the company’s growth aspirations and objectives.
• Document and analyse recurring issues, providing insights to prevent future occurrences.
• Analyse data to identify trends and areas for improvement within the warranty support function.
• Generate regular reports on customer support activities, warranty claims, and technical issues, providing insights to senior management.

Compliance and Confidentiality
• Treat sensitive company information with absolute confidentiality.
• Apply General Data Protection Regulation rules.

Collaboration and Communication
• Facilitate collaboration and communication between the Customer Success team, the Customer Care team, and Retailer account managers.
• Foster close working relationships with other departments to deliver company strategy.
• Participate in continuous improvement teams and support other teams when requested.
• Identify and draft technical bulletins for issue to the retailer network.

Professional Development and Leadership
• Stay updated with industry trends and technical advancements, sharing knowledge with the team.
• Attend industry shows, meetings, and retailer visits as required.
• Utilise innovation of the team to improve processes, workflow, productivity, etc.
• Lead by example with regards to the Company’s health and safety policies.

Miscellaneous Duties
• Escalate legal or high priority situations to the Customer Success Manager.
• Carry out any other duties not listed above as may reasonably be expected.

Functional Management
• Functional management of Customer Care Advisors and Customer Success Advisors will be via the Customer Care Manager and Customer Success Manager.

All employees have a responsibility to undertake training and development as required. They also have a responsibility to assist, where appropriate and necessary, with the training and development of fellow employees.

This list of responsibilities is not a definitive list and is subject to change as the business needs deem necessary.

Essential

• Experience within a customer centric environment
• Experience in dealing with difficult and challenging customer issues
• Understand quality and warranty systems and procedures
• Excellent verbal and written communication
• Strong organisational skills
• IT literate
• Strong communicator with the ability to build up collaborative working relationships (both externally & internally)
• Ability to work effectively under pressure
• Self-motivated
• Ability to prioritise workload

Desirable:

• Degree or equivalent in an engineering subject
• Strong knowledge of manufacturing techniques & demonstrable background within engineering
• Knowledge of consumer law
• Knowledge of dealership operations and consumer products retailing

Please take note that EHG UK does not hold a UK Visa and Immigration (UKVI) Skilled Worker license sponsor and are unable to sponsor any individuals for skilled worker sponsorship.

Job Types: Full-time, Permanent
Salary is £37,300
38 hours per week
Monday to Thursday 7.30am-5.30pm

Benefits:
• Company pension
• Cycle to work scheme
• Free parking
• On-site parking

Application question(s):
• Do you have any unspent convictions? Yes/No

Work authorisation:
• United Kingdom (required)

Work Location: In person

Application deadline: 19/10/2025

How To Apply

Simply send an up to date copy of your CV to: ehguk.hr@erwinhymergroup.com