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Our hugely successful Redhill based client are recruiting for a Product Support Engineer to meet continued growing demand. The job role requires an individual to help deliver an unrivalled, flexible approach to new, and improved, products to market. This is an engineering based role - its NOT an IT Product Support role. Salary £32500 £4000 Performance realated bonus. Job Overview: Responsible for owning the technical aspects of Service and after sales support to both service engineers and customers. The key focus is to provide excellent technical support to customers and partners, maintaining an unrivalled reputation. Acting as the conduit between the company and their technical aftersales network, gaining experience and in depth understanding of the products, regulations, engineer network and applications in general. Responsibilities and Duties Use various strategies and tools to provide effective solutions to customers' concerns. Communicate with clients, engineers, and other technicians to ensure that services are delivered effectively. Actively drive continuous improvement within service and the broader engineering teams. Review of service reports and documentation received from our extensive service engineer network, promptly following up on outstanding technical matters or points of concern with the attending engineer and service coordination team where necessary. Strong fault finding ability in electromechanical equipment. (Motors, pumps, current loops, relays, wiring, switches, Logic, LANs, RS232 / RS485). Highlight areas of weak technical documentation and bolster these areas. Hold training sessions for new and old customers on products; Demonstrate and train customers on company products. Ensure that the SLA for Remote Support is upheld: 4hrs in work time (08:00 to 16:30), 24 hours outside of those hours. Contribute to change in the company's product range alongside the development and project engineering teams, based on real word findings, in the field. Update, maintain, grow, and promote the company's Knowledge Base. Perform hands on testing of company's equipment to strengthen understanding of the equipment and bolster documentation. Create clear and precise "How to" guides and procedures for the operation, maintenance, and repair of the company's product range, prioritised by evaluation of real life enquires. Generate diagrams, images, annotated photos and videos to bolster written documentation. Assist in testing of new product developments, providing test data, reports and supporting information. Self-starter with a keen and enthusiastic approach to delivering complete, documented, and polished solutions. Mandatory Requirements Ability to clearly and professionally communicate within the team, adjacent departments, customers, service partners and senior management. Strong fault finding ability in electromechanical equipment. (Motors, pumps, current loops, relays, wiring, switches, Logic, LANs, RS232 / RS485). To keep abreast of technological advancement through published literature and study.
My client is looking for someone to join a small team of 3 people in an ever expanding company. Duties and Responsibilities Analyse & solve issues raised by customers and clients. Handle all queries in a professional manner using effective customer service skills and written communication. Identify and escalate any issues that cannot be resolved to the software suppliers. Creates, updates and monitor service desk incident or service tickets. Provides excellent customer service and follow-up for all customers who call into the Help Desk. Responsible for own work and contributing to team, department and/or business results. Performs other duties as appropriate. Project work Skills Enjoys problem solving and logical thinking A self-starter and can work on own initiative Good understanding of Microsoft Office (Outlook, Word, Excel) Ability to work well with others Excellent verbal communication skills Excellent customer service skills Being flexible and open to change Ability to use own judgement to make decisions Able to use a computer and the main software packages confidently Ability to multi-task and manage your time effectively Adaptable to changing environments/situations/tasks Quick learner, confident in ability to pick up new systems and tools Motivated by customer outcomes and providing a quality service 25-days annual leave 6-month probation Monday to Friday: 08h30 to 17h00 Office based, Woking Due to the large volume of applications we receive for each position we will only be able to respond to applications received with the relevant skills. Should you not hear from us within a week, unfortunately on this occasion your application has been unsuccessful. March Recruitment is an equal opportunities employer and complies with all relevant UK legislation. Please note that by applying for this vacancy you accept March Recruitment's Privacy Policy and GDPR Policy which can be found on our website and therefore give us consent to contact you. Consultant: Donna Jackson