A chance to work for one of the leading manufacturers within the automation sector. This opportunity has been split into 2 primary functions with both of them having different roles and responsibilities
1. To provide excellent and profession pre and post sales technical support to distributors, internal and external teams over email, phone of virtually
- Be the first line of support - serve as initial point of contact for all technical enquires
- Track incidents
- Escalate complex issues
- Organise and provide training - assist customers with their systems and. Offer guidance and training and best practices to help improve the customers overall technical knowledge
- Maintain strong client relationships through delivering exceptional customer service
2. Provide 1st class engineering service, acting as a centralised engineering service by supporting internal customers
- Testing and researching for technical issues for internal and external customers
- Support internal teams to help provide solutions for the most complex customer requirements
- Working alongside the the training department and content teams to help qualify quality material
- Engage with customers through delivering demo units, equipment testing,
- Maintain a deep understanding of products, industry trends and technology.
Skills, Qualifications and Experience Required
- Experience with Industrial Automation
- Must have a solid understanding as PLC's (Programmable Logic Controllers) HMI's (Human Machine Interfaces), Servo's, Industrial Robotic Arms, Inverter Drives, SCADA etc
- Technical proficiency in relevant technologies, platforms, and programming languages.
- Professional customer service skills, building relationships and resolution management.
- Clear communication skills with the ability to convey technical information clearly and effectively.
- Proven experience in a technical support role, preferably in a helpdesk or customer support environment.
- Project management skills, including the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
- Relevant Supporting Qualifications
- Excellent written and spoken English
- Full driving License
Key Result Areas
- To ensure that the training matrix has month on month percentages increase
- C4C Event Survey Score
- Making sure that tickets are resolves within set targets
- All tasks must be completed to the agreed SLA's
- Ensure all procedures and processes are all followed and escalation paths are practised for unresolved issues in compliance with ISO9001
- Communicate clearly with internal teams to help support with technical queries
- Update team leader regular and to represent the department on behalf of the helpdesk