Overview

Due to our continued growth, we now require an additional Customer Support Engineer to join our team at our Yateley Head office who manage all first line technical support and advice for UK and Overseas customers. Reporting into the Department Manager, this is an excellent opportunity to join an international company who continue to succeed. We offer the chance to learn and develop and secure a role with a well established and successful international organisation with a professional working environment.

Working from our modern site at Yateley we offer Mon to Fri working hours 37.5 per week and hybrid working once trained plus a generous salary and annual discretionary bonus scheme. We are a well respected international engineering and manufacturing company who supply customers worldwide with a range of products. We offer a flexible working pattern, free parking, 25 days holiday plus bank holidays and a holiday purchase scheme, a full benefits package including health insurance and a generous pension scheme plus a competitive salary and yearly bonus scheme, with a range of staff well being incentives and the opportunity to develop your career further if desired.

Responsibilities

• The main purpose of the role is to deliver responsive and accurate first line technical advice and guidance to external customers, internal Regional Offices and globally deployed offshore engineers, regarding product and system faults during integration, repairs and in-field operations across the complete product portfolio (hardware, software and firmware).
• Provide additional first line support for logistical and general customer and internal staff queries, such as offshore engineering deployment requests, warranty claims, training requirements, parts ordering and transportation.
• Escalate complex technical support queries to second line internal Engineering function specialists for further diagnosis and advice, keeping customers and internal staff updated with progress until resolution.
• Ensure all customer support cases are entered into the CRM system with full descriptions and categorisation, update comprehensive contact details and close cases on achieving a satisfactory resolution.
• Identify, collate and proactively organise appropriate corrective action in response to operational observations and issues raised by offshore engineers or other customer facing staff through Visit Reports, Training Course or demo feedback, verbal updates, or other sources of information.
• Update CRM database information with comprehensive data of all installed products, configuration levels, case histories and customer details to ensure data accuracy for use by other company functions (e.g., Marketing, Sales).
• Coordinate the process of distributing notifications and bulletins to relevant internal and customer contacts, liaising with engineering/project teams, account managers and business development managers.
• Develop and promote the Customer Support as a valued source of practical, operational data providing observations, tips and advice regarding products and performance.
• Provide practical technical support to internal functions (Sales, Marketing and Customer Support) in the UK and Regional Offices through assistance with product demonstrations, preparation of products/systems for offshore integration, customer visits, exhibition events, internal training delivery, proofreading technical documentation and generation of ad hoc technical user guides.

Qualifications & Experience

• Good mix of customer skills and technical knowledge with experience providing first line technical support with a customer-focused approach. Experience in fault diagnosis involving hardware and software.
• Working knowledge of test equipment including oscilloscopes, multimeters and cable testers. Ability to understand and use CRM IT systems to support offshore reporting and raise support cases onshore and offshore.
• Understanding and practical application of safe-working practices and Health & Safety systems of work. Ability to understand and apply Standard Operating Procedures. IT literacy to operate laptop equipment and interpret data results.
• HND/HNC or equivalent in Electronics or Electrical.

It is an advantage but not essential to have experience of installation, repair, service and commissioning of equipment interfacing with other products and systems. A basic understanding of acoustic principles and effects on acoustic product performance or experience of producing knowledge base articles/user guides for end customer support guidance.

What we offer

Opportunity to join a well established and secure company offering a generous salary plus annual bonus, full benefits, 25 days holiday and on site parking working from our modern premises for a successful international company. We also offer a range of staff incentives and wellbeing benefits. The role offers some hybrid working once trained.

Please submit your CV asap for immediate consideration.