Technical Support Engineer (Tooling Manufacturing)
Holland Limited is the most well-known producer of tablet punches and dies in the world. With 75 years of experience, we are a leading British industrial company serving customers in over 100 countries with precise tooling solutions.
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:
1. Respond to and record technical pre-sale product (PharmaCare and Tooling) inquiries within 24 hours.
2. Support after-sales inquiries and complaints.
3. Assist with organizing company induction programs for new recruits.
4. Assist in developing and presenting training programs for equipment and tooling.
5. Ensure the successful integration of technical information/data, maintaining a professional approach by customer-focused internal personnel.
6. Provide technical bulletins and case studies to the Marketing Department for advertising and promotional activities.
7. Attend exhibitions and accompany Account Managers/Agents on customer visits as a technical advisor, promoting customer support and developing relationships to increase business opportunities.
8. Visit customers globally to complete warranty and service contract work, promoting and renewing service contracts for PharmaCare products.
9. Provide detailed reports of customer contacts and visits.
10. Stay updated on competitor products and report findings.
11. Identify new product opportunities through customer discussions and problems.
12. Assist in the development of new products.
13. Manage customer complaints related to products and services within your area.
14. Provide technical support to the purchasing department regarding products within your expertise.
15. Maintain cost control over supplier pricing and ensure all products are up-to-date within our ERP system.
Position scope: Under the guidance of the Research, Development & Quality Systems Manager, provide technical support internally and externally. The role involves unsupervised work, including off-site visits, and requires travel, including overnight and international trips.
Key Performance Indicators:
* Reduced customer claims
* Increased customer satisfaction
* Shared technical knowledge and accessibility
* Increased service contract levels
Core values KPIs:
* Customer focus: responsiveness, ownership, timely responses
* Work excellence: exceeding expectations, improving quality, adhering to schedules
* Continuous improvement: initiative, problem-solving, cost reduction
* Integrity: professional communication, trustworthiness
* Positive attitude: enthusiasm, resilience, team support
Applicants must hold a full driving license and a valid passport, with occasional overnight customer visits.
Terms and Conditions: Employment contingent on DBS check, references, and right-to-work documentation. Employment may be terminated without notice if documentation is unsatisfactory.
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 of industrial engineering experience
* Second language (desirable)
* Willingness to travel 50%
Work location: Long Eaton, Nottingham / On the road
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