Customer Support Technician

For over 125 years, OPW has led the way in designing and manufacturing world-class retail fueling, fluid handling and car wash system solutions for the safe and efficient handling and distribution of fuels and critical fluids. OPW makes above ground and below ground products for both conventional, vapour recovery and clean energy applications in the retail and commercial markets. Additionally, OPW supplies loading arms, valves and dry-break couplings, tank truck equipment, rail car valves and equipment, and car wash systems. OPW has manufacturing operations in North America, Europe, Latin America and Asia Pacific, with sales offices around the world. OPW is part of the Dover Corporation, which is publicly traded on the New York Stock Exchange under 'DOV'. To learn more about OPW’s 125 years of providing industry-leading solutions, visit our website at www.opwglobal.com.

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV." Additional information is available at dovercorporation.com.

SUMMARY

The main focus of the position is to provide first level technical support to users of ICS products and services. Trouble shooting and resolving problems via telephone, remote desktop tools and other supported resources utilizing the ITIL Standards of problem resolution. Adhere to ICS measures and protocols during the call flow process. Furthermore, this position will provide customer training and counseling on best practices to maximize the ICS systems.  Additional tasks include problem solving, presenting technical information, software maintenance, software testing, hardware maintenance, hardware testing, network testing.

Your main tasks will include: 

International Call Centre (UK)

• High level assistance UK based Tier 1 Support Technicians
• Assist with Installation planning and support – Support Technicians / Distributor / Installer / Customer
• Assist with Sales installation support / documentation.
• Assist with Support Technician work rotas.
• Assist with Support Technician installation rotas.
• Assist with Support Technician holiday planning.

International Call Centre Customer Support

• The focus of the position is to provide second level support to valid users of ICS / PSD Codax Ltd products and services.
• Trouble shooting and resolving problems via telephone , remote desktop tools and other supported resources utilising the ITIL Standards of problem resolution.
• Adhere to ICS / PSD Codax Ltd measures and protocols during the call flow process.
• Furthermore, this position will provide customer training and counselling on best practises to maximise the ICS / PSD Codax Ltd systems.

On-Site Service

• The primary on site focus of a Support Supervisor is installation, training and system set up of ICS / PSD Codax Ltd equipment and software at customer sites.
• This position also conducts on-site trouble shooting and service, as well as advanced customer training and discretionary counselling to maximise use of the ICS / PSD Codax Ltd systems .
• In this capacity , the incumbent travels to customer sites throughout the UK and other countries to ensure they are up and running as quickly and effectively as possible and minimise the impact on business operation.

This position will take direction from the US Call Centre Manager and UK Support Supervisor for any and all matters related to support and system installations.

Additional tasks include problem solving , presenting technical information,, software maintenance, software testing, hardware maintenance,  hardware testing, network testing.

This position will also be responsible for training new technicians at the International Call Centre.

Essential Duties and Responsibilities

• Maintain a professional and positive demeanour while in the call centre or away on company business.
• Good communication skills.
• Identify problem and course of action within time limit set by call priority.
• Utilise available detail screens to quickly resolve issue.
• Escalate call determined bt detail screens to Tier 3 queue.
• Ability to trave over night when called upon.
• Ability to train others.
• Set up all equipment and test to ensure reliable operation while on site.
• Train customer on use of system and answer all questions while on site.
• Apply good judgement and sound decision making to minimise the impact on customers’ business.
• Follow procedures and standards set forth in company publications or, if necessary, determine and follow such alternative procedure as deemed appropriate in technicians’ judgement and discretion in order to complete assignment in most time effective manner that best meets the customer’s needs.
• Take support request escalations from Tier 1 Tier 2 and follow through to customers satisfaction.
• Assist Tier 1 and Tier 2 by providing information as needed   to resolve customers issues quickly at first support level.
• Provide continuity and timely follow up on open issues to maintain confidence that issues are being resolved.
• Whenever possible advise customer of options and make effective recommendations to customer of optimal methods of systems use.

Competencies
 

• Behaviour – Maintain a positive work atmosphere by behaving appropriately.
• Technical Skills – Sufficient understanding of electronic equipment and software to conduct set up, start up, and training of non-technical operators.
• Problem Solving – Gathers and analyse information skilfully, develops alternative solutions.
• Customer Service – Ability to empathise with the clients problem and build confidence in ICS / PSD Codax support team. Good listening skills a must.
• Oral / Written Communication – Speaks /Writes effectively in all situations
• Teamwork – Contributes to a positive team environment. Approaches others in a tactful manner, accepts responsibility for own actions.
• Diversity / Ethics – Treats all people with respect.
• Motivation – Demonstrates persistance and overcomes obstacles.
• Attendance / Dependability – Consistently at work on time producing quality work.

Qualifications
 

• Education – Degree or equivalent from a two-year college or technical school, other related qualifications 
• Experience – Six months or more of directly related customer service experience 
• Other – Knowledge MS operating systems, Basic TCP / IP networks, Basic electrical.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the traditional indoor office work environment is usually moderate. There is no very limited exposure to physical risk. This position will require travel including overnight stay(s) as may be necessary to meet customer needs. Normal risks associated with travel and / or set up of Company’s system may be expected.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must regularly lift and / or move up to 12Kg and occasionally lift and / or move up to 25Kg. Specific vision abilities required by this job include close vision, colour vision, and ability to adjust focus.
 

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This position is located in Bristol, UK

Work Arrangement : Onsite

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position.  Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact opwaccommodations@acmecryo.com for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

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