Customer Support Engineer

Customer Support Engineer

What's in it for you

• £38,000 - £42,000 (depending on experience)
• 30 days holiday (Potential to grow to 38 over length of service)
• Life Insurance (x2 salary)
• Salary sacrifice scheme
• Hybrid working (depending on nature of the business)
• Simply Health
• Cycle to work scheme (Showers on site)

Main Role

• Develop new and maintain existing After Sales customer records and relationships using company procedures and relevant internal liaison, to optimise quality of service, business growth, and customer satisfaction.

Targets

• 100% Customer Satisfaction within your conduct and performance in all client interactions

Responsibilities

• Periodically visit clients' premises for technical and commercial discussions regarding requirements/quotations.
• Visit clients' premises to carry out on site service work.
• Recognise the need for performance adjustments and record the results.
• Generate new opportunities and respond to after sales enquiries from customers.
• Communicate verbally and in writing with existing and prospective customers to develop close working relationships to assist in the growth of the after sales business.
• Interpret and respond clearly to customer enquiries received (in person, verbally over the telephone or from written requests)
• Plan workload and maintain customer relationships.
• Provide cover for Installation, Commissioning and Assembly on projects when the customer service schedule allows.

The ideal Candidate will have (These are flexible)

Knowledge

• Technical Capability - Working in a team and supporting clients with technical questions relating to our products
• Business Awareness - Understanding the customers environment and service requirements
• Process - Follows established processes/systems and recommends improvements as appropriate
• Problem Solving - Takes ownership for Listening and understanding the customers problems. Escalates and/or gains support where necessary to resolve the problem by using relevant information in a timely manner.
• Service Level - Delivering the required service level to meet or exceed customer expectations/Service Level Agreements.
• Team Working - Is a key team member demonstrating initiative and supporting other team members.
• Professional Development - Takes responsibility for learning about current products/systems to build own technical knowledge to support the business requirements.
• Excellent Communication Skills - both written and verbal Commercial Aptitude
• Availability to travel in the UK and abroad - Full UK driving license & Passport Required

Experience

• Instrument Settings
• Filter Analysis
• Airflow Measurement - Basic HVAC Competencies (Training Available)
• Pressure Testing
• Electro/Mech Basics
• Technical Operation of Containment and Air Handling Equipment (Essential)
• Customer Service role in Engineering sector (Essential)
• Technical knowledge of Freeze-Drying Systems (Desirable but not Essential)

Educational background

• HNC Electrical or Mechanical Engineering or suitable equivalent