My Product Path are exclusively partnered with a global Electronics Manufacturing organisation to recruit a new Digital Technical Service Engineer to join their fast part of the business. The Digital Technical Service Engineer is responsible for pre and post sales technical support for our UK and Irish customers, with particular focus on delivering elements or those relating to the (Electronics) Hub and cloud-based software platform. This role is to support the growth and delivery of new digital platforms and service offerings across the UK and Ireland on a technical basis.
We are looking for somebody who has Software & Hardware experience or we will consider a technical graduate who has good complex problem solving ability. We want somebody to not only close tickets but to own this area which includes identifying trends & solving them so they do not reoccur etc.
Responsibilities:
* Support the onboarding of Accounts; Hub installations, device programming, hub training (customer facing) and installation support
* Delivery of daily functionality; Complete daily health checks, investigate and resolve issues when they arise, escalating accordingly, administration of account changes.
* Create, own and communicate internally the weekly reports and monthly impact reports for customers showing the value the products deliver
* Account set up (Hub): creation of account(s) and users.
* Device set-up; creation of installations in the hub including buildings and devices
* Delivery of elements according to agreed implementation process
* Provide Hub training to relevant accounts and their users
* Support installations of services on site (either remotely or with site visits where required)
* Monitor, confirm and report on successful installations and activating contracts in systems
* Diagnose any faults found and follow resolution process
* Escalate resolution to Site visit where required including warranty claim processing and management where needed
* Manage process through our ticketing/CRM tools for stakeholder visibility
* Translate technical elements into customer friendly narratives that can be shared via account teams to end customer
* Create a weekly report that tracks key metrics for sentinel aspects giving relevant stakeholders visibility of projects/work.
* Devise a ‘customer impact’ report that shows the value of the Service
* Own the process for updating and sharing these reports
* Constant review and update these reports with new elements that will give better clarity and visibility of your work and its impact on the end customer
Your background:
* Good understanding of computer systems, mobile devices, and other tech products
* Experience of analogue and digital electronics
* Excellent problem-solving and communication skills
* Previous experience of working in a customer focused role
* Ability to provide step-by-step technical help both written and verbal, translating this where needed for non-technically minded people
* Proven ability to multi-task and be adaptable
* Project delivery and/or proven track record for delivering against established timelines
* Data Analysis; the aptitude to pull, analyse and communicate data in an impactful way
* Must be willing to travel as required across the UK and Ireland. Occasional travel to Spain for training
* Language Skills: Fluent English (Essential). Spanish would be a benefit but not a necessity
Apply now for immediate CV review.
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Appliances, Electrical, and Electronics Manufacturing
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