Job Overview
Reporting to the Group Technical Support Manager to provide technical support for meteorological, liquid level, oil debris and non-contact position sensors. Whilst the position is technical some general sales support may also be necessary. You will provide company technical support ensuring a high standard of service is provided to internal and external customers whilst maintaining a record of support requests and outcomes.
You will be required to support the global Sales team, Product Managers, company distributors & direct customers with general enquiries. Support will also be required for Customer returns, upgrades or repairs through the RMA procedure. There will be opportunities to test new and established products with multiple system interfaces and the preparation of equipment user guides for distributors/customers.
You will assist with the maintenance of web content, manuals and software.
Duties
* Technical support – to global sales team, distributors, OEMs, resellers, end users, and other departments.
* Use multiple communication channels – e-mail, telephone, online support, face-to-face.
* Management of Loan System - demo kits & evaluation/loan hardware
* Training – technical product presentations, either external (in-person or online) or internal.
* Reports – keep a record of technical support requests and outcomes using dedicated support software.
* Manage KPI's - Working with Quality department to ensure customer satisfaction and rapid response times.
* Testing – Bench/Environmental testing on products to assist in investigating customer enquiries or evaluating new products.
* Voice of Customer - Contribute to continuous improvement by recommending and implementing preventative & corrective actions and advising Research & Design of potential product improvements.
Candidate Requirements
* All necessary training will be provided regarding the company's products.
* Experience of supporting customers, interfacing electronic instrumentation is essential.
* Experience of electronics testing with RS232/422/485 and NMEA/MODBUS/ASCII, electronic product servicing is desirable.
* Qualifications such as an ONC/HNC/D degree in a technical or electronics related subject is preferred.
* Experience with MRP systems
* Able to interpret manufacturing drawings/circuit diagrams/product specifications.· Able to work on own initiative.
* BPSS vetting clearance (will need to undertake)
* Driving license as some travel may be required to carry out duties at our other sites in Lymington. Passport as some international travel may be required.
Additional advantageous experience
* Good interpersonal skills & experience communicating with customer
* Experience of Microsoft Power BI
Person Specification
* Organised and self-motivated individual with initiative
* Attention to detail
* Ability to work as part of a team and as an individual
* Good communication skills
* Flexible and adaptable approach
* Common sense
* Methodical approach to problem solving
Job Types: Full-time, Permanent
Pay: £30,000.00-£35,000.00 per year
Benefits:
* Company pension
* Cycle to work scheme
* Free flu jabs
* Free parking
* On-site parking
* Sick pay
* Work from home
Ability to commute/relocate:
* Hampshire SO41 9EG: reliably commute or plan to relocate before starting work (required)
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in Hampshire SO41 9EG