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Customer Service Engineer
4 months ago
Right, you're the first port of call for customers when they need help. You've got to be calm, and endearing but also informative. You'll love being the one that saves the day
The customer journey is essential and it has to be a good one. You pride yourself on delivering ridiculous levels of value through your desire to deliver for your customers. The point at which they get in touch is when they need your help most. So with yourCustomer Service experience but also your engineering background, you'll be able to resonate very quickly with your customers.
Let me set the scene. The business you will be working for is a Global engineering business. They produce printing presses that are sent across the globe to manufacturing businesses working for global brands. They've invested £1m+ in the machine and needsome guidance. The inability to operate the machine (for whatever reason) means time lost and ultimately eating into the profit of your customer. This is where you come in.
You're a Customer Service Engineer. You will take the call, help with diagnostics, log in remotely do what you can to help and solve the problem. Should it require further guidance and input, you're the one that can raise it with the Aftersales Manager orultimately arrange for a Field Service Engineer to come and pick up the issues. It's not always issues but whatever the reason for the contact, you'll act with empathy, and understanding and do everything you can to reduce the amount of downtime for the customerand machine.
It would be super useful if you have some sort of bias to engineering. Mechanical / Electrical or you just studied it in college/university. This just helps with the mindset and appreciation of the technicalities and terminology. What is most important isyour aftersales experience. Your ability to deliver value and exceptional technical customer service in a b2b environment.
You're going to be joining a business that's been around for 75 years. Renowned for outstanding, quality-engineered printing presses. The team is fantastic, they have worked together for many years with staff attrition rates are some of the lowest around.Now is brilliant for this business, they doubled revenue in 22 in addition to doubling the head count. With further growth plans in 2023 and beyond.
You'll be working in a business with 74 other people. The team you are in though is much smaller. You'll be the 4th person. So the ability to work well on your own, as part of a small team but with an eye and understanding your part of a much larger businesson this is key.
So if you're experienced in technical sales, or you are a customer service engineer with a background in Engineering itself and considering a new opportunity, then we are ready to chat with you about this opening.
Get in touch, we'd love to hear from you.
