Technical Support Engineer

2 weeks ago


Watford, Hertfordshire, United Kingdom Concept Full time

A fantastic new role has arisen for Product Support (Remote Triage Engineer) in our European Division.nWe are a Global manufacturing company based in Watford and we are recruiting for a bilingual Electro - mechanical engineer with native or fluent language skills in one (or more) of French, German, Italian or Spanish.

up to £50k for 40 hour week between 7am and 6pm Monday-Friday

The Product Support (Remote Triage Engineer) will be the first technical point of contact for all of our customers.

Their fundamental role will be to perform initial support to customers, customer engineers, reseller and internal engineers with tech support requests and escalations.nThe engineer will operate on a global basis offering assistance to customers from all geographies worldwide either directly or indirectly, this will vary based on business needs.


Key Responsibilities:

nTo offer customer support and or confirmation for parts orders.nInitial triage to identify parts requirements ensuring customer receives the correct part.nProvide initial technical support to all customers understanding, identifying symptoms and driving corrective actions.nOrdering necessary parts to be shipped to sites where required.nOrganising field dispatch of engineers with the correct skills to be at the site when the parts are also on site to implement corrective actions.nEscalate internally to product support remote team when unable to identify the issues and or parts required.nComplete escalation documentation to be posted in appropriate locations.nComplete all necessary case details and report accurately and timely into the service system.nAbility to work within a shift rotation, which will also include a rotation of on call.nRelentlessly drive to resolution of customer issues.


Qualifications and Experience:

nPrevious extensive experience and in field knowledge as an Inkjet field service technician desirable.nGood knowledge of print industry and processes.nFluent in Multiple languages both spoken and written (English Mandatory).nGood knowledge in MS Office and database systems.nExcellent communication and interpersonal skills, especially when communicating with customers.nCustomer focused.nSelf-motivated, ability to manage own workload and to work under high pressure.nProficiency in reading electrical and fluid schematics.nAbility to apply resources and material to logically work through fault finding in a pragmatic manner.nProficient in computer-based applications such as SAP, Acrobat.



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