Technical Support Engineer
Company Overview:
Holland Limited is a renowned producer of tablet punches and dies globally. With over 75 years in business, we are a leading British industrial company trusted by thousands of customers in over 100 countries for our precise tooling solutions, backed by decades of experience, research, and engineering expertise.
Job Purpose:
To provide technical advice and support to external agents, customers, and internal colleagues, aiming to minimize problems related to our products and services.
Principal Duties & Responsibilities:
* Respond to and record technical pre-sale product inquiries (PharmaCare and Tooling) within 24 hours.
* Support after-sales inquiries and handle complaints.
* Assist in organizing and delivering induction programs for new recruits.
* Develop and present training programs for equipment and tooling.
* Ensure effective integration of technical information to maintain a professional approach with customer-focused internal personnel.
* Provide technical bulletins and case studies to the Marketing Department for advertising and promotional activities.
* Attend exhibitions and accompany Account Managers/Agents on customer visits as a technical advisor, promoting our Customer Support Group knowledge and developing business relationships.
* Visit customers globally to complete warranty and service contract work.
* Promote and renew Service Contracts for PharmaCare products.
* Provide detailed reports of customer contacts and visits.
* Stay updated on competitor products and report findings.
* Identify new product opportunities through customer discussions and problem-solving.
* Assist in the development of new products.
* Own customer complaints related to products and services within your area.
* Support the purchasing department with technical expertise on products.
* Maintain cost control over supplier pricing and ensure all products are up-to-date in our ERP system.
Nature and Scope:
Under the direction of the Research, Development & Quality Systems Manager, provide technical support to all departments and external customers. The role often requires unsupervised work, including off-site tasks and travel to customer locations, with overnight and international travel involved.
Key Performance Indicators:
* Reduced customer claims
* Increased customer satisfaction
* Shared technical knowledge and accessibility
* Increased service contract levels
Core Values KPIs:
* Customer focus: responsiveness and ownership
* Speed of response: timely task completion
* Pride in work: exceeding expectations and collaboration
* Continuous improvement: initiative and innovation
* Honesty & integrity: professional communication and trustworthiness
* Positive attitude: enthusiasm and resilience
* Compliance with policies, procedures, and safety regulations
Applicants must have a full driving license and a valid passport, with occasional overnight travel to customers.
Terms and Conditions of Employment:
Employment is contingent upon DBS check, references, background, and right to work documentation. Unsatisfactory documentation can lead to termination without notice.
Job Details:
* Type: Full-time
* Salary: £26,000 - £31,000 per year
* Benefits: Profit-related pay, pension, cycle scheme, free flu jabs, parking, store discount
Qualifications & Experience:
* Recognized engineering qualification (e.g., City & Guilds, HND, HNC)
* At least 2 years industrial engineering experience
* Willingness to travel 50%
Location: Long Eaton, Nottingham / On the road
Application: Click 'Apply' to submit your CV.
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