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Internal Application Solutions Specialist

2 months ago

Hatfield, Hertfordshire, United Kingdom Mitsubishi Electric Full time
About the Role

We are seeking a highly skilled and motivated Technical Support and Engineering Services Expert to join our team at Mitsubishi Electric. As a key member of our organization, you will play a critical role in providing exceptional technical support and engineering services to our internal and external customers.

Key Responsibilities
  • Technical Support: Provide proactive and customer-orientated technical support services to our internal and external customers, including remote support via phone, email, and Teams.
  • Engineering Services: Offer a centralized engineering service to our business, supporting all internal customers to deliver exceptional customer service and solutions.
Key Skills and Responsibilities
  • First-Line Support: Serve as the initial point of contact for technical inquiries, troubleshooting, and issue resolution.
  • Incident Management: Accurately record and maintain detailed records of technical support requests, incidents, and resolutions using our ticketing system.
  • Issue Escalation: Identify issues that require escalation to product management or specialists and collaborate with internal teams to ensure timely resolution of complex technical problems.
  • Training and Guidance: Assist customers in utilizing and optimizing their technical systems, offering guidance, training, and best practices to help users resolve recurring issues and improve their overall technical proficiency.
  • Customer Satisfaction: Deliver exceptional customer service by responding to inquiries promptly, addressing customer concerns professionally, and striving to exceed expectations.
  • Customer Relationship Management: Cultivate strong relationships with clients by delivering exceptional customer service, addressing concerns promptly, and proactively identifying opportunities for product improvement or enhancement.
  • Investigation and Testing: Research and bench testing for technical issues for internal and external customers.
  • Proof of Concepts and Solutions: Work with internal teams to provide solutions and demonstrate proof of concepts for complex customer requirements.
  • Technical Documentation: Contribute to the development of high-quality technical documentation, including technical notes and training materials.
  • Equipment Management: Ensure that customer technology centre, demo units, and test equipment are kept in operating condition and develop new units/demos as required for the business.
  • Knowledge Sharing: Take a proactive approach to knowledge sharing within your team and supporting teams within the business and our distributors.
  • Technical Expertise: Maintain a deep understanding of our products, technologies, and industry trends, staying updated on new features, updates, and enhancements to provide informed recommendations and support to customers and colleagues.
What We Offer
  • Generous Annual Leave Allowance: 25 days per year, plus bank holidays increasing by one day with each year of service until 27 days per year.
  • Flexible Working: We offer a range of flexible working options that include working from home or hybrid working.
  • Pension:
  • Life Assurance:
  • Group Income Protection Scheme:
  • Private Medical, Dental Insurance, and a Cash Plan Scheme: Single cover funded by Mitsubishi.
  • Access to Mitsubishi's Discount Platform:
  • Colleague Referral Scheme:
  • Holiday Buy:
  • Long Service Awards:
  • Cycle to Work Scheme:
  • Sports and Social Club: Recent events include theatre trips, Ascot, paintball, and The Darts.
  • Employee Assistance Programme: Including additional services such as Eldercare and Best Doctors.
Equality and Diversity:

We are committed to providing a workplace where employees can work to their full potential regardless of gender or age, essential to business development in our rapidly changing business environment.