Customer Services Engineer
Location - Lisburn, Northern Ireland
What to expect day to day
Camlin Energy has an exciting opportunity for someone to join the Global Service Delivery, Customer Services Team. We provide technical support to our worldwide customer base and Field Services Engineers. An opening has arisen for a candidate who can support our growing customer base in France and beyond.
Responsibilities include:
* Remain professional and courteous at all times, supporting the company's values, and delivering exceptional support and guidance to Camlin customers.
* Own and analyze reported customer issues through support cases. Investigate, produce findings, conclusions, and resolutions.
* Liaise with internal departments to obtain technical information required to resolve complex issues or customer requirements.
* Communicate regularly with customers via video, phone, and email to update them on support cases.
* Provide live remote support to Camlin Field Service Engineers, Customers, and Partners during installation, commissioning, and service repairs.
* Create work instructions and training documentation for customers and field service engineers.
* Document and maintain accurate records of all field installations, service findings, and resolution statuses.
* Identify quality issues in the field, raise NCRs (Non-Conformance Reports), and follow the internal RCA (Root Cause Analysis) process to provide feedback to customers as needed.
* Maintain KPIs at acceptable levels.
* Perform any other duties as required by management to ensure the smooth operation of the Customer Services function.
* Occasionally visit the field to troubleshoot units, support customers, or assist Field Service Engineers.
* Proficient in Microsoft Office.
* Strong analytical and problem-solving skills.
* A positive, proactive attitude with a desire to learn and develop industry and product knowledge.
* Prioritize workload effectively.
* Excellent verbal and written communication skills.
* Fluent in French (verbal and written).
* Hold a 3rd level Electrical Engineering qualification or demonstrate relevant experience comparable to the role.
Desired criteria:
* Experience in Energy, Electrical, or Manufacturing sectors.
* Technical customer service/support experience.
* Fault-finding experience.
* Experience with field services or from a field service background.
* Attention to detail, with the ability to analyze diagrams and schematics.
Our Values
* We work together.
* We believe in people.
* We challenge the status quo.
* We listen to learn.
* We strive to do the right thing.
Equal Employment Opportunity Statement
Camlin considers all applicants without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, gender identity, or sexual orientation.
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