Customer Support Technician

JOB DESCRIPTION:

Excellent opportunity for an ambitious Engineering Technician to provide Electro-mechanical repairs and upgrades for bespoke high-value electric grid distribution test equipment & plant, including testing of systems down to component level. You will be working with the Customer Support team to ensure customers enjoy the highest level of support and service throughout the lifetime of their product.

Key Responsibilities:

• Ensure that warranty claims are dealt with in a timely manner and to the satisfaction of both the customer and the company.
• Produce Risk Assessment and Method Statement documentation and ensure these are followed and evaluated where necessary to maintain the safest working practices at all times.
• Ensure response and resolution dates are met in accordance with the Company’s quality systems and agreed SLA’s.
• Generate reports, fault analysis and certification following repairs and maintenance work.
• Create work instructions and troubleshooting guides for internal and external publication to assist with repairs and customer enquiries.
• Use SAP B1 system to log service call details, fault codes and resolutions from initial contact to final resolution.
• Contribute and prepare service/warranty trend analysis.
• Liaise with Design, Production and Sales departments to aid in the continuous improvement of products and inform where future sales opportunities may be present.
• Ensure all Statutory and Corporate Health and Safety, Environmental, Quality System and International Trade Compliance procedures are followed, and requirements are met.
• Maintain Company standards, behaving in an ethical and professional manner in all business activities.
• Supporting the Customer Support team with onsite labour for onsite repairs and inspections worldwide if required. Travel will often be at short notice, generally for periods no longer than one week however flexibility around longer durations and weekend working are required, dependent on business and/or customer needs.

ABOUT YOU:

• Minimum ONC or equivalent in Electrical Engineering.
• Preferably undergone formal training, such as a structured apprenticeship.
• Proven track record in the support and repair of industrial control systems. Relevant Electrical engineering background and/or products knowledge.
• Understanding of electrical schematics and circuits.
• Creative & analytical problem-solver with outstanding customer service skills.
• Effective communication skills (written & verbal), follow-up skills, organisational skills, and the ability to work across functions to address customer issues.
• Demonstrated flexibility and Continuous Improvement activities.
• Collaborative Team worker.
• Ability to deliver at pace.
• Proficient in Microsoft Office programs (Word, Excel, PowerPoint)
• Experience using SAP or equivalent (Desirable).