Description
:
Position: Lead Technical Support Engineer
Location: Omagh
Reporting to: Customer & Product Support Manager
Hours of Work: 39¾ hours per week
Join our team at Terex Omagh and embark on an exciting opportunity as we seek a skilled and dedicated Lead Technical Support Engineer to contribute to our Customer & Product Support team.
At Terex we believe in fostering a vibrant and inclusive work culture where every person is empowered to thrive. We're dedicated to driving quality, innovation, embracing diversity, and creating an environment where everyone feels valued and respected. We're committed to excellence in everything we do, and we have a dynamic role for a high performing individual to join our customer support team.
Reporting to the Technical Manager you will be responsible for the day to day functions of the Terex Service Helpdesk whilst also providing a first class technical support to our Dealer and Customer network worldwide.
What you’ll do:
Main Duties & Responsibilities
1. Monitor all helpdesk daily activities (MP Helpdesk, telephone, and emails) to ensure all customer requests are responded to in the set timeframes.
2. Proactively manage all helpdesk cases to be assigned and owned within helpdesk team.
3. Monitor aging helpdesk cases and escalate where applicable.
4. Ensure monthly customer responsiveness reports (telephone & MP Helpdesk) are prepared.
5. Provide monthly reports for product reliability & quality councils.
6. Ensure all dealers are familiar and engage with MP Helpdesk.
7. Ensure technical updates are prepared and published to dealers monthly on time.
8. Coordinate the helpdesk afterhours service.
9. Participate in the helpdesk afterhours service (1 in 5 weeks approx.).
10. Provide technical assistance to the Finlay/Prostack/MDS/Magna Dealer & Customer Network.
11. Perform root cause analysis on issues found with Customer machines.
12. Collaborate with Engineering & Quality Teams to ensure all issues are followed up on.
13. Ensure product safety, function, reliability and serviceability is focused in your day to day thinking whilst suggesting improvements as required.
14. Support Service manager with rotation of helpdesk engineer to support field service.
15. Support Field service safety engineer with SOPS.
16. Support application team with application requests.
17. Some travel required when necessary.
This above description is non-exhaustive and there may be additional duties in accordance with the role.
What you’ll bring:
Experience & Qualifications
18. Experience in a Mechanical or Electrical Engineering environment.
19. Technical expertise in mechanical, electrical and hydraulic systems.
20. Proven track record of working in a customer facing environment.
21. Degree educated advantageous but not essential.
22. Experience in the installation & maintenance of Quarry Machinery especially Crushing & Screening and their applications would be advantageous.
Knowledge, Skills & abilities
23. Someone who cultivates a team spirit with the respect of others’ ideas and requirements.
24. Ability to work on own initiative and involve other departments as deemed necessary.
25. Ability to work in an environment that is fluid with constantly changing priorities.
26. Ability to manage multiple tasks at one time.
27. Creativity, innovative thinking and excellent problem solving skills.
28. Experience with Microsoft Office tools.
29. Excellent communication skills both written and spoken.
30. Good Presentation and interpersonal skills.
31. Able to assess workload and commit to realistic timelines with given resources.
32. Must be flexible in terms of hours worked and travel on short notice when and where is necessary.
Why Join Us:
33. We are a global company, and our culture is defined by our Values — Integrity, Respect, Improvement, Servant Leadership, Courage, and Citizenship. Check out this video!
34. Safety is an absolute way of life. We expect all team members to prioritize safety and commit to Zero Harm.
Our top priority is creating an inclusive environment where every team member feels safe, supported, and valued.
35. We make a positive impact by providing innovative solutions, engaging our people, and operating in a sust ainable way.
36. We are committed to helping team members reach their full potential.
37. Through innovation and collaboration, our vision remains forward-looking, and we aim to be a catalyst for change, inspiring others to build a better world for generations.
38. We offer competitive rates of pay, Team Member bonus, Westfield healthcare, 32 holidays, pension, life assurance, LinkedIn Learning, on site free parking, Perks discount card.
For more information on why Terex is a great place to work click on the link!
How to Apply:
To apply for this role, click on the above red Apply button.
All applicants must demonstrate through their application form how they meet the criteria for the position applied for. We reserve the right to enhance our selection criteria at the short listing stage, if required.
Terex is an equal opportunity employer and appointments are based on merit. We value diversity and welcome applications from all sections of our community.
Closing date for receipt of completed applications is Monday 19th May 2025.