The successful Technical Support Engineer will also involve ensuring all product related enquires/technical information is accurately documented and communicated in the form of knowledge articles / Service manual to all interested parties through the correct channels, whilst maintaining a strong customer experience throughout the customers' journey.
The role will involve:
- Provide Technical Support and assistance via telephone, social media, emails or any
other means of communication which enables any customer to resolve their issue first
time, or a service engineers first time fix rate is improved all of which results in continual
improvement enhances the customer journey supports the Brands and minimises the in-guarantee costs of the business.
- Support Customer Experience second line support team, operations support, field-based engineers, and customers with any enquiries which they are unable to resolve or require further information. Ensuring all enquiries are documented accurately and resolutions published to wider team in a timely manner, to achieve the objective that we only get asked the question once.
- Play an active role in Technical Projects, taking ownership of the project when required,
and providing feedback to those impacted to ensure all technical aspects are covered.
- Support and provide input into the New Product Introduction process, identifying the
requirements of Technical support and Customer Experience and ensuring all the product information required is available at product launch to provide excellence throughout the customer's journey.
- Take ownership in providing product service manuals to support those out in the field and regularly updating when new / updated information is sourced.
To be successful in this role of Technical Support Engineer we would love to speak to anyone who has experience of:
- Excellent communication skills that allow you to help, inform and advise customers and colleagues clearly and effectively.
- Electrical training and qualifications (Dependant on product categories responsibilities)
- Ability to provide technical support on a range of products and installations.
- Creative thinker, to be able to develop innovative ideas to improve customer service standards.
- Ability to work well under pressure.
- A commitment to continuous improvement both personally and for the role
ACS are recruiting for a Technical Support Engineer. If you feel that you have the skills and experience required in this advertisement to be a Technical Support Engineer, please submit your CV including an outline of your experience as a Technical Support Engineer. It is always a good idea to include a covering letter outlining your experience as a Technical Support Engineer with your application as this will enhance your chances of selection and improve your prospects of landing the Technical Support Engineer role you desire.