We are recruiting a Product Support Specialist for a leading company based in Kingswinford. This is an office-based role reporting to the Technical Manager.
You will manage the provision of technical solutions, installation assistance, and field support to nominated accounts within a defined geographical region in the UK and Ireland.
Main Responsibilities
1. Provide on-site technical support to clients, offering positive solutions to technical issues within specified timeframes.
2. Prioritize visits effectively by coordinating diaries with the Technical Manager and complete/distribute all relevant visit reports.
3. Maintain good customer relations by delivering a professional, efficient, and helpful service.
4. Assist in preparing and presenting technical training courses and exhibitions as required.
5. Provide onsite training for engineers and operators as directed by the Technical Manager.
6. Assist in staffing the Technical Help Desk when needed.
7. Cover for the absence of other Technical Staff as directed.
8. Ensure each nominated account receives appropriate technical support.
9. Conduct personal expenditure within company policy.
10. Inform the Sales Director of competitor product/price comparisons and technical activities for market analysis.
11. Regularly review and update the client database to facilitate targeted technical communications.
12. Attend regular reviews with the Technical Manager to identify training needs, set SMART objectives, and plan personal development.
13. Contact key customers regularly to ensure satisfaction with the company's services.
14. Perform any other duties as requested by the Technical Manager.
Academic Qualifications & Experience
5 GCSEs graded A-C with proven skills in electrical/mechanical disciplines. Previous experience in fault finding on vending equipment and working in a customer-facing environment is essential.
Required Competencies
* Knowledge of electro/mechanical vending and HoReCa equipment.
* Fault finding and correction of vending/HoReCa equipment.
* Knowledge of health & safety relating to installation and maintenance of vending/HoReCa equipment.
* Effective communication skills with customers at all levels.
* Ability to deliver effective training on vending/HoReCa equipment.
* Good communication with internal departments.
* Proficiency in Microsoft Office applications, especially Excel and PowerPoint.
* Experience with Help Desk systems (Salesforce).
* Knowledge of technical databases (Salesforce).
* Planning, organization, and time management skills.
In return, we offer full product support and training, the opportunity to work for a highly stable company, and an excellent remuneration package.
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