Customer Support Engineer

Customer Support Engineer

Job Title: Customer Support Engineer
Contract Type: Permanent
Location: Yateley, Hampshire
Salary: Negotiable
Reference: 896064_1563187931
Contact Name: Bradley Baxendale
Contact Email:
Job Published: July 15, 2019 11:52

Job Description

To provide first line technical and logistical support to external customers and internal staff worldwide, for the full range of products, field engineering operations and training activities, ensuring swift diagnosis and resolution of issues and proactive maintenance of CRM system and Knowledge base information all aimed at providing maximum customer satisfaction with products and services.

You will deliver responsive and accurate first line technical advice and guidance to external customers, internal Regional Offices and globally deployed offshore engineers, regarding product and system faults generated during installations, repairs and in-field operations etc covering the complete product portfolio (hardware, software and firmware).

Occasional UK and international travel when fully established in the role. This will include customer site and offshore vessel visits, initially as part of the training process then with experience to support offshore requirements when required. Also travel to Regional Offices to provide support when necessary.

As part of your role you will be responsible for:

*To provide additional first line support for logistical and general customer and internal staff queries, such as offshore engineering deployment requests, warranty claims, training requirements, parts ordering and transportation etc.
*To escalate complex technical support queries to second Line internal Engineering function specialists for further diagnosis and advice, ensuring customers and internal staff are kept up to date with the progress of their query throughout the process until resolution of the issue.
*To ensure all customer support 'cases' are entered into the CRM system, with full descriptions and categorisation of queries/problems, updating of comprehensive contact details and closure of case on achieving a satisfactory resolution.
*To identify, collate and proactively organise appropriate corrective action in response to operational observations and issues raised by offshore engineers or other customer facing staff through their Visit Reports, Training Course or demo feedback, verbal updates or other sources of information
*To update CRM database information with comprehensive data of all installed products, configuration levels, case histories, customer details etc to ensure accuracy of data for use by other Company functions ie Marketing, Sales etc.
*To co-ordinate the process of distributing notifications and bulletins to the relevant internal and customer contacts which requires liaising with engineering / project teams, account managers and business development managers.
*To develop and promote the Customer Support 'Knowledgebase' as a valued source of practical, operational data providing observations, hints and tips and special advice regarding products and performance etc.
*To provide practical technical support to internal functions such as Sales, Marketing and Customer Support in the UK and Regional Offices through assistance with product demonstrations, organising preparation of products/systems ready for installation offshore, customer visits, exhibition events, internal training delivery, proof reading technical documentation, generation of ad hoc technical user guides etc.
*When fully established in the role, undertake occasional offshore working projects to maintain up to date knowledge of products/systems performance in the field and consolidate face to face customer contact in a range of situations i.e. installation, commissioning and repair.

You will have the following experience

*HNC/HND or equivalent qualifications in Mechanical, Electrical/Electronic Engineering disciplines
*Experience of fault diagnosis involving hardware and software
*Basic understanding of acoustic principles and effects of various aspects on acoustic product performance
*Working knowledge of test equipment including oscilloscopes, multimeters, cable testers
*Knowledge of understand and use CRM IT systems to support offshore reporting to the Company and raise Support Cases onshore and offshore etc
*Understanding and application of communication protocols RS232/RS485
*Ability to work in confined spaces and on a sea-based operation without severe personal effects
*Experience of providing first line technical support in onshore or offshore engineering related environment is desirable
*Experience of installation, repair, service and commission of equipment interfacing with other products and systems is Desirable

Title: Customer Support Engineer
Pay Rate and Bens: Attractive
Location: Yateley, Hampshire

Key Skills: Customer Account Management, Customer Service, Customer Engineering, Support Engineering, Field Engineering, Repairs, Fault investigating, Maritime, Subsea Engineering, Marine Engineering, Robotics, Software, Firmware, Hardware, IT Systems

If you are a good match, then please apply with a CV to learn more about this truly fantastic opportunity to work for a market leader who has an enviable reputation.

Due to the nature of work undertaken at our client's site, incumbents of these positions are required to meet special nationality rules and therefore these vacancies are only open to sole British Citizens. Applicants who meet these criteria will also be required to undergo security clearance vetting, if not already security cleared to a minimum SC level

Electus Recruitment Solutions provides specialist engineering and technical recruitment solutions to a number of high technology industries. We thank you for your interest in this vacancy. If you don't hear from us within 7 working days, please presume your application has been unsuccessful on this occasion. You are of course free to resubmit your CV/details in the future and we shall assess your suitability at that time.

This is a permanent role

Electus Recruitment Ltd is acting as an Employment Agency in relation to this vacancy.