Job Description:
Job Purpose
To provide technical support to Instron's field-based service engineers globally, making use of electrical / hydraulic schematics, mechanical drawings, and product knowledge. This is primarily an office based support role with an occasional need for domestic and international travel to provide hands-on support to complex problems.
Tasks & Responsibilities
* Remotely supporting Instron's field service team internationally on designated products.
* Reviewing escalated customer issues for designated territories and product lines, providing recommendations for resolution to local and senior management.
* Representing the Service Department on new product development and concurrent product support teams, ensuring ongoing improvements and customer satisfaction.
* Working with and developing new technology for customer and Field Service Engineer support.
* Visiting customers globally to support local service and sales teams, resolving technical issues, and providing training.
* Contributing to the company's efforts to enhance customer satisfaction, reduce costs, and improve quality using specified tools and processes.
* Providing quick and comprehensive feedback and updates through effective communication.
* Maintaining accurate call administration and submitting expenses and paperwork as per company requirements.
* Performing other related duties as specified and agreed.
Key Competencies (includes skills)
* Ability to read and understand electrical and hydraulic schematics.
* Ability to find creative solutions to complex technical problems.
* Thrives in a culture that puts a high priority on responsiveness to customer needs and that values a high degree of customer satisfaction.
* Capable of prioritising own workload from both the perspective of the internal organization and customer perspective.
* Dedicated and pro-active approach to work with minimal supervision.
* Works effectively with direct team members and other members of the Instron workforce.
* Ability to communicate technical information to non-technical audiences.
Qualifications / Experiences
HNC or equivalent qualification in a technical subject or 5 years' experience in an engineering discipline.
KPIs/Other Performance Measurements
- Fixed Fast – Escalated customer issue ownership
- Fixed Fast – Time to resolution of technical problems
- W&I Hours / Costs