Posted: 18 June
The role
Industrious Recruitment are seeking a Support Engineer role, which is 100% office based, this role plays a critical role in delivering advanced technical support for the client and their customers.
This role focuses on resolving issues quickly, improving instrument uptime, and minimising the need for on-site visits. You will work closely with customers and field engineers to ensure accurate case handling and high-quality technical support.
The position is well-suited to an engineer who enjoys problem-solving, communicating clearly, and working in a fast-paced environment where reliability directly impacts the end user.
Delivery of first-line remote technical support for all their instruments..
• Use remote connectivity tools (RDP, VNC, Augmented Reality) to investigate, diagnose and resolve issues independently.
• Guide and train users on correct usage, basic maintenance and safety procedures.
• Guide users through troubleshooting steps via phone / video calls and remote assistance tools.
• Operate within the scope of the specific instrument user manual and always ensure customer safety.
• Escalate unresolves cases to field service engineers or technical and product specialists.
• Identify parts required for onsite visits by Field Service Engineers should a visit be required.
• Record all troubleshooting advice in MS Dynamics service software to ensure a full audit trail.
• Collaborate with engineering teams to report recurring issues and suggest improvements.
• Build relationships with users, ultimately becoming their trusted partner.
• Ensure users are continually kept informed of any changes to service delivery; Specifically issue status, outcomes and follow-up actions.
• Support user needs by communicating repeated issues or sales opportunities to commercial account managers.
• Provide regular reports on service performance, trends in equipment faults, and suggestions for preventive maintenance or system improvements
