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Technical Support Engineer

J10649

Northumberland

£23,000

03-09-2019

Permanent

03-10-2019

Engineering

Engineering

Company Description

Our client is a market leader in their specialist sector. To support growth into new markets they are now looking to recruit a Technical Support Engineer on a permanent basis. Along with the attractive salary the company also offers the opportunity to work for one of the region’s most reputable manufacturing companies.

Job Specification

The Role

  • Answering phone calls offering first line support to customer queries for both Assisted Living and Health Care.
  • Provide advice and support to existing and new customers while building and maintaining strong relationships with existing and new customers.
  • Ensuring phone calls are answered on time following the company’s window frame.
  • Liaising with both service support and customer enquiries via email.
  • Offer support to Field Engineers and third parties on technical issues when needed, as well as maintaining strong relationship with them.
  • Troubleshot technical problems, as well as diagnose reported issues.
  • Create internal reports of technical queries for quality purposes.
  • Measurement and reporting of internal KPI’s.
  • Conduct product training sessions.
  • Liaise with our Business Development Managers and Regional Sales Executives maintaining strong relationships with them.
  • Assisting the team with additional duties when required.
  • Always abide by and actively promote the company Values and Code of Ethics. 

The Person

  • Essential criteria;
  • Excellent customer services skills: telephone manners, patient, positive, empathetic, confident, professional.
  • Strong written and verbal communication in English.
  • Ability to work under pressure and respond quick to critic situations.
  • Previous experience in a similar role.
  • Ability to deal with customers, team members at all levels and third parties.
  • Tech savvy – ability to learn the functionality of new products in a short period.
  • Team player with a desire to help others.
  • Computer literate – good knowledge of Microsoft Office, SalesForce and Office 365.
  • Well organised, able to manage multiple tasks. 
  • Be self motivated and able to work in a demanding environment.
  • Desirable: -
  • Technical/ Electronics experience.

Benefits:

  • Potential incentives based on targets and annual bonus based on Company and BU performance, as well as taking into consideration individual’s performances
  • Group Personal Pension Plan: up to 5% employer contribution after completing 3 months of employment
  • Employee Assistance Program through EIC
  • Life Assurance Cover
  • Staff Sales
  • Eyecare Vouchers (VDU)
  • Flu Vaccination
  • Healthcare Cashplan
  • Hotel and Car hiring discounts

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