Engineering and Technical Customer Support Engineer
2 weeks ago
Description:
Engineering customer technical helpdesk support professional required to work with customers and engineers to resolve equipment issues on a range of electronic analysis and laboratory equipment.
Our globally renowned and respected client has been established for more than 60 years and specializes in the design, manufacture, and support of bespoke instrumentation and special purpose equipment solutions for supply throughout the world.
As a result of continued success and an ongoing program of strategic growth, they are now seeking to recruit an experienced and proactive Engineering and Technical Customer Support Engineer to complement their professional UK Service Team supporting a range of automated laboratory and analysis equipment associated with Clinical and Industrial markets across the whole of the UK.
Reporting to the Customer Relationship Centre Manager , the successful candidate will ensure the ongoing development of customer satisfaction, loyalty, and retention, providing customers with world-class levels of service and contributing to a profitable customer service division as well as the development of sales in conjunction with the sales and marketing teams, all achieved by delivering optimal organization and efficiency as part of the Customer Relationship Centre team.
Core responsibilities for this extremely varied and challenging role will include operating as one of the Customer Relationship Centre (CRC) system experts – supporting both internal and external customers as well as members of the Field Service team directly via telephone, Vilink (and other remote support applications) and on-site support as required in the fault find, diagnosis, and repair of an array of systems and equipment, and accurately completing all relevant documentation associated with the repair and maintenance of systems and components within the workshop.
You will respond to customer or staff enquiries and fault reports and resolve issues and generate any necessary documentation or records as required, and with full and comprehensive training provided, develop and maintain a broad knowledge of the portfolio of systems available and supported in the United Kingdom and Ireland.
Operating within the SOP’s surrounding Technical Complaint Handling, associated procedures, and best working practices, you will attend and contribute to company and departmental meetings as required and represent and deputize for the Senior CRC Engineer and Manager as and when required.
In an environment committed to the highest standards of customer service and satisfaction at all times, to be considered for this unique opportunity within a genuine market-leading blue-chip customer support operation, it is envisaged that the successful candidate will be qualified to at least ONC level or above in electronic engineering and demonstrate exceptional communication skills at all levels and excellent organizational and prioritization abilities.
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