Technical Support Engineer

Job Description:

JOB SUMMARY

The successful candidate will undertake a technical support role and associated duties surrounding the company’s day to day running.  The post holder will be part of a multi-professional/skilled team.

A commitment to a quality service and excellence in all that they undertake is integral to the role and the development of company.

Key responsibilities

Technical Support Engineer Duties

• The post holder will be the main contact for all after sales technical support - taking enquires from customers with regards to technical issues and responding as required – to include emails, telephone calls, video calls or site visits
• Scheduling of all inspections / repairs / verifications and communicating this with the Production Manager and Operations Departments
• Liaising with the Technical Manager for any support as and when required
• Physical completion of all inspections / repairs / verifications including responsibility for the location of the goods for inspection/repair/verification and any accessories or parts
• Ensuring accurate noting of all inspection reports and repair details within the Works Order Log
• Quoting customers for all repairs once inspections are complete
• Liaising with suppliers for technical information if required
• Liaising with the Operations Department for return of any faulty components to suppliers
• Liaising with the Operations Department when items are being returned and ready for despatch

• Ensure security of data at all times and GDPR is compliant

General Administration duties

• Accurate typing and compilation of letters and emails, as and when required in an efficient and courteous manner as and when required

• Efficient collation and accurate audit of data, when requested

Call Handling

• Answering calls from customers and suppliers using agreed protocols and standards in an efficient and courteous manner as and when required
• Dealing appropriately with instructions and queries from internal staff as well as customers and suppliers

General

• Adhere to all procedures, protocols and other relevant memoranda as appropriate

• Maintain strict confidentiality in relation to all issues concerned within the company and adhering to the requirements of the Data Protection Act 1984, GDPR regulations
• Adhere to Health and Safety Policy
• Communicate outstanding issues to line manager before going off duty
• Notify line your manager of any circumstances which may affect the provision of a high quality service
• Maintaining equipment - reporting any faults with systems, tools, printers etc. to the relevant member of staff