Technical Support Specialist

3 weeks ago

Redditch, United Kingdom BOBST Full time

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The role of Technical Service Specialist is to be the expert in fault diagnosis and critical engineering advice and or solutions. The emphasis on the customers equipment must be at the forefront of the specialists’ tasks, and ensuring our customer base machinery is running as quickly and efficiently as possible when they encounter a machine down situation. Communication and coaching of our existing Field service team is key to ensuring customer satisfaction is met, and internal collaboration with business departments is important to maintain our goal as being the front runner in our industry.

**Main Responsibilities**
- Support Field Service Scheduler when required. Advising correct Technicians and covering the planning board in absence of Scheduler.
- Utilize the Salesforce process and follow through with correct technical procedures.
- Support Technical Service Manager on Projects internally and externally.
- Coaching and Mentoring of Apprentices and Field Service Technicians.
- Manage Technical Reports for Service Factories.
- Support project team with major projects, Upgrades, and Installations.
- Maintain profitability of the Service Department
- Support BU Service, Customer Care Specialists and other Departments with technical analysis and parts identification as and when required.
- Attend Customer sites when requested and issues escalated and beyond Field Service Technician Capabilities.
- Analyze machine data and reports and collaborate with technical sales team on recommendations.
- Support IPL (Installation project Leader) with technical information relating to new installation and assist with the coordination and completion of snag lists.
- Attend customer sites to support from a technical perspective in cases of dispute.

**Communication**
- Liaise effectively and professionally with customers both internal and external regarding quotations, orders, technical and general Enquiries.
- Liaise effectively with other members of service team to share technical knowledge.
- Liaises effectively with sales team members regarding opportunities and business intelligence.
- Liaise effectively with other members of the business regarding all information matters.
- Develops and maintains close professional partnership with customers and third-party suppliers.
- Identify what information customers and colleagues require, recording factual information accurately via the CRM system Salesforce.
- Expresses clearly and effectively orally and in writing
- Contributes towards maintaining departmental moral.

**Customer Service**
- Support the organisation in its commitment toward a culture of world class customer service.
- Play an active and positive part in Customer Service training and events as initiated through the Institute of Customer Service and other parties as requested.
- Positively promote our membership to internal and external customers
- Actively seek out ways to increase your levels of customer service through self-development and knowledge sharing.

**Teamwork**
- Form and maintain good working relationships with colleagues, encouraging and supporting others.
- Show collective responsibility.
- Display a helpful and approachable manner.
- Support other team members with daily activities.
- Contribute to maintenance and development of departmental morale.
- Contribute and share information to maximise team performance.
- Contribute to team decisions and plans remaining focused on the achievement of the team’s objectives.

**Personal Effectiveness**
- Manage own time effectively and ensure that priorities are met.
- Display BOBST Values - Trust, Respect, Passion and Performance
- Display flexibility
- Learn from experience.
- Show resilience under pressure.
- Display integrity
- Win the confidence of others.
- Manage personal workload in an effective and productive way.
- Take opportunities to increase own areas of competence, particularly with regards to
- keeping up to date with technological developments, and current best practices.
- Use own initiative.
- Positively influence people and situations

**Technical**
- To have a sound technical knowledge of all BOBST products.
- To provide a positive technical response to any enquiry in the shortest, most economical way
- Keep abreast of the latest technological developments internally

**Flexibility**
- Be flexible and able to lean and work within all product ranges.
- Be willing to work where and when required to assist Service
- Develop skills within the associated disciplines.
- Have the ability to adapt to diverse customer needs.

**Health and Safety**
- Works in a safe manner, so as not to endanger the health and safety of themselves and others around them.
- Works consistently to the Health & Safety Standards set down by the company.
- Help develop and improve Health & Safety within the business internally and externally.

**Administration**
- To liaise with other departments in the implementation and subsequent closure of

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