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The Customer Support Engineer will lead and manage the engineering customer support process, ensuring the highest level of technical support for our customers. This role requires a strategic thinker with strong leadership skills and a deep understanding of engineering principles and customer service excellence.
???????Key Responsibilities:
- Lead and manage the engineering customer support process.
- Develop and implement customer support strategies, policies, and procedures to ensure timely and effective resolution of customer issues.
- Collaborate with cross-functional teams, including engineering, All Service One, and sales, to address customer concerns and improve product quality and reliability.
- Monitor and analyze customer feedback and support metrics to identify trends and areas for improvement.
- Drive continuous improvement initiatives to enhance customer satisfaction and support efficiency.
- Ensure compliance with industry standards, regulations, and company policies.
- Provide technical expertise and support to customers, addressing complex engineering issues and offering solutions.
- Develop and maintain strong relationships with key customers, acting as the primary point of contact for engineering support.
- Prepare and present reports on customer support performance and initiatives to senior management.
- Engineering Qualification; degree preferred.
- Minimum of 10 years of experience in engineering and customer support roles, with at least 5 years in the bus industry.
- Strong technical knowledge of engineering principles and practices.
- Excellent leadership, communication, and interpersonal skills.
- Proven ability to develop and implement customer support strategies and initiatives.
- Experience with data analysis and performance metrics.
- Strong problem-solving and decision-making abilities.
- Ability to work effectively in a fast-paced, dynamic environment.
- Knowledge of the automotive or transportation industry is a plus.
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- Collaborative and innovative work environment.
- Commitment to sustainability and making a positive impact on the environment.
- Life Insurance
- Medicash scheme
- Discount with local businesses e.g. Galgorm Spa Resort and McAtamneys.
- Free car parking
- Canteen
- Career progression
- Professional development
- Flexitime
