Job Description We are currently looking for a new Customer Support Engineer to join our Product Support team. Opportunity is offered hybrid at our Loughton, Essex office. Your role in our future To provide technical & product support to UK and Overseas customers for all QTL products. To support the introduction of new products and product features to the marketplace in conjunction with the Marketing and R&D departments. To conduct month service and support reviews with assigned country specialists. To feedback quality issues from the marketplace to QA and R&D departments. To visit UK and Overseas customer sites as required by the company to provide onsite customer Support. To be aware of all department KPI’s and help to maintain targets. Provide daily support to internal departments, UK and overseas product specialists via e-mail, TeamViewer, Microsoft Teams, or telephone. Co-ordinate and prioritise departmental requests in agreement with the GPS Manager. Provide product requirement specifications for new products and features agreed with the GPS Manager. To provide installation and field support for PM/Mid/Low document systems. Act as the second line escalation of high call UK sites and customer complaints, developing action plans and seeing through to a resolution. Liaise with R&D and the QA departments to continuously improve product quality. Provide technical training and training support documents as required. Provide technical documentation relating to product installation, maintenance and fault finding to the drawing office as required. Conduct product demonstrations, both physical and virtual, for the UK and overseas sales teams. To maintain an overview of departmental and company procedures and discharge any specific responsibilities contained within them. To liaise and communicate with other departments within the Company. To inform and appraise the GPS Manager as appropriate. To always ensure that, in the discharge of responsibilities, the requirements of Health and Safety at Work are met.