Due to our continued growth, we now require an additional Customer Support Engineer to join our team of at our Yateley Head office who manage all first line technical support and advice for UK and Overseas customers. Reporting into the Department Manager, this is an excellent opportunity to join an international company who continue to succeed. We can offer the chance to learn and develop and secure a role with a well established and successful international organisation who offer a professional working environment.

Working from our modern site at Yateley we can offer Mon to Fri working hours 37.5 per week and hybrid working once trained plus a generous salary and annual discretionary bonus scheme. We are a well respected international engineering and manufacturing company who supply customers worldwide with a range of products. We can offer a flexible working pattern, free parking, 25 days holiday plus bank holidays and a holiday purchase scheme, a full benefits package including health insurance and a generous pension scheme plus a competitive salary and yearly bonus scheme too, along with a range of staff well being incentives, with the chance to develop your career further if desired.

The role would suit candidates with excellent customer support skills gained either in person, over the phone or through email communication who are confident dealing with a range of customers to manage their technical support across our product range. You may be currently working in a hands on engineering role and be seeking a move into an office based position or you may be working in a similar technical or Engineering based Customer Support role and now want the chance to join an international company to progress your skills and career.

The main purpose of the role is to deliver responsive and accurate first line technical advice and guidance to external customers, internal Regional Offices and globally deployed offshore engineers, regarding product and system faults generated during integration, repairs and in-field operations etc covering the complete product portfolio (hardware, software and firmware).

Your key duties will be:

To provide additional first line support for logistical and general customer and internal staff queries, such as offshore engineering deployment requests, warranty claims, training requirements, parts ordering and transportation etc.
To escalate complex technical support queries to second line internal Engineering function specialists for further diagnosis and advice, ensuring customers and internal staff are kept up to date with the progress of their query throughout the process until resolution of the issue.
To ensure all customer support cases are entered into the CRM system, with full descriptions and categorisation of queries/problems, updating of comprehensive contact details and closure of case on achieving a satisfactory resolution.
To identify, collate and proactively organise appropriate corrective action in response to operational observations and issues raised by offshore engineers or other customer facing staff through their Visit Reports, Training Course or demo feedback, verbal updates, or other sources of information.
To update CRM database information with comprehensive data of all installed products, configuration levels, case histories, customer details etc to ensure accuracy of data for use by other Company functions i.e., Marketing, Sales etc.
To co-ordinate the process of distributing notifications and bulletins to the relevant internal and customer contacts which requires liaising with engineering / project teams, account managers and business development managers.
To develop and promote the Customer Support as a valued source of practical, operational data providing observations, hints and tips and special advice regarding products and performance etc.
To provide practical technical support to internal functions such as Sales, Marketing and Customer Support in the UK and Regional Offices through assistance with product demonstrations, organising preparation of products/systems ready for integration offshore, customer visits, exhibition events, internal training delivery, proof reading technical documentation, generation of ad hoc technical user guides etc.

To be successful you should have a good mix of customer skills and technical knowledge with experience of providing first line technical support with customer requirements focus. Experience of fault diagnosis involving hardware and software.
Working knowledge of test equipment including oscilloscopes, multimeters, cable testers. Knowledge to understand and use CRM IT systems to support offshore reporting to the Company and raise Support Cases onshore and offshore etc.
An understanding and practical application of relevant safe-working practices and vigilant operation within Health & Safety systems of work. Ability to understand and apply Standard Operating Procedures. IT literacy to operate laptop equipment and interpret data results.
HND/HNC or equivalent in Electronics or Electrical

It is an advantage but not essential If you have any experience of installation, repair, service and commission of equipment interfacing with other products and systems. A basic understanding of acoustic principles and effects of various aspects on acoustic product performance or experience of producing knowledge base articles / user guides for end customer support guidance.

In return we can offer the opportunity to join a well established and secure company offering a generous salary plus annual bonus, full benefits, 25 days holiday and on site parking working from our modern premises for a successful international company. We also offer a range of staff incentives and additional well being benefits. The role offers some hybrid working once trained.

Please submit your CV asap for immediate consideration.

Contact information

Louisa Holton