Technical Support Specialist
5 days ago
We are seeking an experienced Technical Support Specialist to join our team in Manchester, GB.
The ideal candidate will have a strong background in remote technical helpdesk support and knowledge of electromechanical equipment or experience within the packaging industry.
The Technical Support Specialist will be responsible for identifying, researching, and resolving technical problems, responding to customer calls, emails, and requests for technical support. They will also record activities via logging and data entry into SAP/Salesforce.
Key Responsibilities:- Answer and handle customer calls (phone/email), prioritise according to contract or equipment type.
- Diagnose fault(s), provide troubleshooting and remote support to customers via phone/email/remote access and fix accordingly.
- Record activities via logging and data entry into SAP/Salesforce.
- Determine if a visit from an engineer and/or parts only order is required and coordinate with the dispatching team.
- Identify any required spare parts or consumables and perform related activities. Co-ordinate with dispatcher to facilitate the timely completion of on-site and in-house service repairs.
- Escalate to local Product Specialist or appropriate Business Unit Specialists if further support is required to resolve customer issues.
The salary for this role is estimated at £45,000 - £55,000 per annum, depending on experience.
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