Job Description
JOB SUMMARY
The successful candidate will undertake a technical support role and associated duties surrounding the company’s day-to-day operations. The post holder will be part of a multi-professional team. A commitment to quality service and excellence is essential for this role and the development of the company.
Key Responsibilities
1. Technical Support Engineer Duties
2. The post holder will be the main contact for all after-sales technical support, handling customer inquiries regarding technical issues through emails, telephone calls, video calls, or site visits.
3. Scheduling inspections, repairs, and verifications, and communicating these with the Production Manager and Operations Departments.
4. Collaborating with the Technical Manager for support as needed.
5. Physically completing inspections, repairs, and verifications, including responsibility for the location of goods and accessories or parts.
6. Accurately noting all inspection reports and repair details within the Works Order Log.
7. Quoting customers for repairs after inspections.
8. Liaising with suppliers for technical information when required.
9. Coordinating with the Operations Department for returning faulty components to suppliers.
10. Managing the return and dispatch of items.
11. Ensuring data security and GDPR compliance.
General Administration Duties
1. Typing and compiling letters and emails efficiently and courteously as needed.
2. Collating and auditing data accurately when requested.
Call Handling
1. Answering calls from customers and suppliers using established protocols.
2. Handling instructions and queries from internal staff, customers, and suppliers appropriately.
General
1. Adhering to procedures, protocols, and memoranda.
2. Maintaining confidentiality and complying with the Data Protection Act 1984 and GDPR regulations.
3. Following Health and Safety policies.
4. Communicating issues to the line manager before leaving duty.
5. Reporting faults with equipment to relevant staff.
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