Product Support Engineer / Technical Support - High Wycombe
Location:
High Wycombe (occasional travel to the Newcastle office)
Type:
Full-time
Salary:
£21,000.00 - £35,000.00 per year depending on experience.
Additional Pay:
Yearly bonus 9up to circa £4k)
We are seeking a
Product Support Engineer / Technical Support Professional
to join our client's team in High Wycombe. In this role, you will
offer technical support to both installers and engineers
on our client's systems, receiving full training on their products and systems. Exceptional customer service and rapport-building skills are a must.
Out estemmed client is a global manufacturer of specialist electronic components and systems for the Access Control security sector, is seeking a dedicated
Technical Support Engineer.
With over thirty years of experience, our client is a leading supplier in the United Kingdom, aiming to be the industry's first choice. Join them and be part of a great company culture within an international business that retains a friendly, small company feel. They offer excellent benefits, perks, and support for training and professional development.
Key Responsibilities of a Product Support Engineer / Technical Support:
- Provide technical support to installers and engineers.
- Deliver excellent customer service and build strong rapport with customers.
- Apply your understanding of electrical disciplines, especially in linking systems to the cloud (IP), connecting hardware to software (cloud/apps).
- Stay up to date with new hardware & software product releases.
- Assist Technical Support with further developments for monitored key sites and customers.
- Identify and encourage training requirements for installation/maintenance customers.
- Manage open/unresolved/escalated tickets.
- Maintain a flexible attitude towards working hours.
- Undertake site visits for consultation, investigation, or rectification of technical system issues.
- Collaborate with field sales at the system specification stage.
- Provide proactive and consistently high levels of customer service with commercial awareness.
- Shadow Technical Support Specialists and help upskill the team.
- Maintain excellent record-keeping, including ticketing and reports.
- Provide support via phone, email, and remote connectivity.
- Troubleshoot technical issues on security products, diagnosing faults and providing solutions.
- Conduct route cause analyses of customer tickets raised.
- Communicate with customers to quickly identify the root of their problems.
- Install and configure hardware and software.
- Provide timely and accurate customer feedback and follow up to ensure problem resolution.
- Manage multiple cases simultaneously.
- Test and evaluate new technologies.
About You:
- Experience: Solid experience in a customer technical support function and/or engineering background.
- Industry Knowledge: Sound knowledge in the Intruder/Access service/installation industry or similar is a significant advantage however candidates from other technical backgrounds such as IT or Electrical will also be considered.
- Teamwork: Ability to work effectively in a team or solo environment.
- Task Management: Conscientious with assigned tasks and committed to department goals.
- Innovation: Outspoken and proactive in developing new and intuitive ideas for customer satisfaction.
- Problem Solving: Excellent problem-solving abilities.
- Technical Aptitude: Technically minded with a good grasp of the electrical discipline, particularly in connecting hardware to software (cloud/apps).
Benefits:
- Opportunity to work with a reputable company in the Access Control security sector.
- Comprehensive training and professional development support.
- Competitive salary and benefits package.
Work Schedule:
- Based in Loudwater, High Wycombe, with occasional travel to our Newcastle office.
- Remote working considered for 1 day per week.
Join our client's team in High Wycombe and leverage your technical support skills to contribute to a leading global manufacturer in the security sector. Apply now and become part of a dynamic and innovative team.
Apply Now:
Send your CV and a cover letter detailing your relevant experience and interest in the role to ,
Eligo Recruitment is acting as an Employment Business in relation to this vacancy. Eligo is proud to be an equal opportunity employer dedicated to fostering diversity and creating an inclusive and equitable environment for employees and applicants. We actively celebrate and embrace differences, including but not limited to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran status, and disability. We encourage applications from individuals of all backgrounds and experiences and all will be considered for employment without discrimination. At Eligo Recruitment diversity, equity and inclusion is integral to achieving our mission to ensure every workplace reflects the richness of human diversity.