Technical Service Manager

Location: Hybrid working, home & Tech Hub Coimbra (monthly visits) Working Hours: Monday - Friday, 40 hours Job Status: Permanent Who we are
The Constellation Automotive Group is the largest vertically integrated digital car marketplace in Europe, combining the leading digital brands across the segments of Consumer to Business (C2B), Business to Business (B2B) and Business to Consumer (B2C).
Across our digital platforms we exceed
£20billion of Gross Merchandises Value ('GMV') on an annual basis.
This includes market leading brands such as BCA, We Buy Any Car, cinch and Marshall.
The Constellation Technology Team provides a group-wide set of Technology Products and Services across the Constellation Automotive Group.
About this teamFCM is a subsidiary of BCA, Europe's largest used vehicle auction Company.
Well over 1 million vehicles are managed via our solutions every year.
FCM develops innovative software for mapping and controlling all processes in vehicle management.
We are already making our solutions available to international corporations.
One of our core competencies is the consideration of our customers' individual requirements in connection with our standard application.
In the next 3 years we want to be the leading provider in our segment in Europe.
The RoleWe are looking for a Technical Service Manager to own FleetPace's technical service operations, ensuring customer issues are managed effectively from first-line support through to Engineering.
The Technical Service Manager will be responsible for the L2 and L3 support processes, driving resolution of complex issues, managing technical escalations, reducing backlog, and continuously improving the end-to-end support model.
Working closely with Customer Success, Product, Engineering and Support, the role ensures customers receive a consistent, high-quality technical service while helping scale FleetPace's operational capabilities.
Key Responsibilities Own Technical Service OperationsOwn the end-to-end L2 and L3 support processes.
Drive resolution of the existing technical backlog.
Prioritise work based on customer impact and business priorities.
Coordinate technical escalations across Engineering and Product.
Ensure ownership and accountability for customer issues until resolution.
Improve Support OperationsDefine and continuously improve the transition from L1 to L2 and L3.
Establish clear ownership, SLAs and escalation paths.
Identify recurring issues and implement preventative improvements.
Reduce support effort through automation and process optimisation.
Act as the technical escalation point for strategic customers.
Provide customers with regular updates on complex technical issues.
Ensure post-incident reviews and follow-up actions are completed.
Cross-functional CoordinationWork closely with Engineering to prioritise technical work.
Partner with Product to ensure recurring customer issues influence roadmap decisions.
Support Customer Success with complex technical discussions.
Improve communication between Support, Product and Engineering.
Service PerformanceMonitor backlog health and ageing.
Track SLA performance.
Report service metrics to leadership.
Required Qualifications & SkillsBachelor's degree in Computer Science, Information Technology, Software Engineering, Information Systems or a related technical discipline.
5+ years' experience in Technical Support, Technical Service Management, Service Delivery, Technical