Technical Support Engineer

As a Technical Support Engineer, you will be part of a small, dedicated Customer Service team based in our custom-designed facility in Coventry.
You will report to the Customer Service Manager and work closely with the Customer Experience Coordinators on your team.
Fundamentally the role involves dealing with all technical aspects of the aftersales requirements of direct customers and distributors. You will also have the chance to be involved in pre-sales activities where product specialist knowledge is required.
This is an incredible opportunity for a positive, friendly and talented technical customer service professional to join our team and bring their accuracy, love of change and problem-solving skills enhance our team.
We’ll provide in-depth training, support and ongoing coaching to ensure you are able to make a success of your role and we’ll provide you with a comprehensive benefits package to help you remain motivated.
**Technical Support Engineer Responsibilities**:

- Provide support to our Manufacturing and Service operations teams
- Providing remote and onsite training for product functionality, maintenance, service (where required) and troubleshooting;
- Collaborate with the Engineering team to creating training and operations manuals for new products and new feature releases;
- Travel to client sites to provide technical support, product training and installation activities; this does include international travel;
- Managing incoming support tickets from global customers and exceeding the SLAs for response time;
- Working with the Product Managers to identify product development trends and opportunities to shape the improvement roadmap;
- Attend prospect and support calls with the Account Management team where technical expertise is needed.
**Technical Support Engineer Requirements**:
Essential
- Experience in a ‘hands on’ technical, electronics or manufacturing role;
- A track record of success in a similar role blending customer service, technical or mechanical skills and a practical approach to problem solving;
- A high level of IT proficiency (Microsoft suite including Teams is used across the company);
- The ability to prioritise effectively and have a flexible approach to a task list in order to optimise your time;
- Excellent communication skills (written and oral) dealing with external and internal customers;
- Strong numerical and written skills;
- You’ll be logical, fact and process driven
Desirable
- Salesforce or CRM system experience;
- An electronics or manufacturing qualification
**About Us**
QED Environmental Systems is a Graco Inc. Company, and our corporate headquarters are based in the USA and oversee operations in North and South America, whilst our UK office covers Europe, the Middle East and Africa and Asia-Pacific. QED has an extensive distributionand service partner network outside of the US and UK countries, enabling us to provide our products, services and support in local language in over 30 countries
**The Benefits**:

- Excellent holiday entitlement (up to 31 days (plus statutory) after 5 years’ service)
- Contributory pension
- Employee share purchase programme
- Health insurance scheme (including Employee Assistance Programme (EAP)
- Private medical insurance
- Life insurance
- Employee benefits/saving scheme
- Subsidised lunches
- Cycle to Work Scheme
- Training and career development
**Location**: Coventry, West Midlands
**Contract Type**: Permanent
**Hours**: Full Time, 8:30am - 5:00pm Monday to Thursday and 8:30am - 3:30pm on Fridays.
**Salary**: £30,000 - £35,000 per annum (depending on experience), plus benefits
The interview process will be a remote video call in the first instance, followed by an in-person, Covid-secure site visit and interview for the second and final stage.
You may have experience of the following: Technical Support Engineer, Engineering Support, Technical Customer Service, Applications Specialist, Customer Service Engineer/Technician, Support Engineer, Production Engineer, Product Development, Production Operative,Mechanical Engineer, Manufacturing, Electrical Engineering, Electrical Engineer, etc.
Ref: 108 515