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Technical Support and Solutions Engineer

2 months ago

East Anglia, United Kingdom Mitsubishi Electric Full time

Job Summary:

This role is a key part of our team at Mitsubishi Electric, where we strive to deliver exceptional customer service and solutions. As a Technical Support and Solutions Engineer, you will be responsible for providing a proactive and customer-orientated Pre and Post Sales Technical Support Service to our internal and external customers, and distributors.

Key Responsibilities:

  • Provide First-Line Support: Serve as the initial point of contact for technical inquiries, troubleshooting, and issue resolution.
  • Document and Track Incidents: Accurately record and maintain detailed records of technical support requests, incidents, and resolutions using our ticketing system.
  • Escalate Complex Issues: Identify issues that require escalation to product management or specialists. Collaborate with internal teams to ensure timely resolution of complex technical problems.
  • Provide Training and Guidance: Assist customers in utilizing and optimizing their technical systems. Offer guidance, training, and best practices to help users resolve recurring issues and improve their overall technical proficiency.
  • Ensure Customer Satisfaction: Deliver exceptional customer service by responding to inquiries promptly, addressing customer concerns professionally, and striving to exceed expectations.
  • Cultivate Strong Relationships: Foster strong relationships with clients by delivering exceptional customer service, addressing concerns promptly, and proactively identifying opportunities for product improvement or enhancement.
  • Investigate and Test: Research and bench testing for technical issues for internal and external customers.
  • Develop Solutions: Work with internal teams to provide solutions and demonstrate proof of concepts for complex customer requirements.
  • Contribute to Knowledge Sharing: Actively contribute to the development of quality material for inclusion in our library of supporting material.
  • Manage Equipment: Ensure that Customer Technology Centre, Demo Units and Test equipment is kept in operating condition and develop new units/demos as required for the business.
  • Collaborate with Colleagues: Take a proactive approach to knowledge share within your team and supporting teams within the business and our distributors.
  • Stay Up-to-Date: Maintain a deep understanding of our products, technologies, and industry trends. Stay 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 such as theatre trips, Ascot, Paintball, The Darts.
  • Employee Assistance Programme: Including additional services Eldercare & Best Doctors.

Equality and Diversity:

We strive to create a workplace where employees can work to their full potential regardless of gender or age, essential to business development.