ENGINEERING TECHNICAN – CUSTOMER SUPPORT
BASED EDINBURGH £28-32,000 BASE SALARY PLUS EXCELLENT BENEFITS
FLEXIBLE/HYBRID WORKING SOLUTIONS ON OFFER AFTER TRAINING PERIOD
Headquartered on the outskirts of Edinburgh, Grw Talent’s client is a progressive technology company with a mission to make workplaces safer places to be, with the design, manufacture and field support of workplace wearables and a cloud-based data analytics HSE platform. Whether it's monitoring exposure to risks such as vibration, noise or dust or keeping workers safe from proximity to dangerous equipment their expanding eco-system is there to give employers unprecedented insight to their workers’ risks. With a client base of over 900, the business continues to grow rapidly. They now need to make the key hire of a Customer Technical Support Advisor – suited to someone with an Engineering Technician skillset.
Reporting to the Team Leader, the Technical Support Advisor will assume the day-to-day management of front-line support to customers, fielding customer phone calls, emails, and support cases. The Advisor will be responsible for support case allocation, triage, prioritisation, escalations and reporting. Unlike other customer support roles there is a physical hands-on element to this role. You will be expected to test, diagnose, record, and repair faults within returned products, as well as managing inventory and logistics associated with customer RMA collections and dispatching of warranty replacements globally. Key responsibilities include:
* Day-to-day management, triage, and prioritisation of support requests.
* Deciding on and executing the escalation of issues to the broader team and other stakeholders.
* Act as company Ambassador effectively promoting Product and Services by ensuring a high level of support and customer satisfaction.
* Guide the customer and promote the use of self-help resources available through an on-line ‘Customer Zone’ i.e., quick start guides, reference material, FAQs.
* Supporting customers with hardware and (cloud based) analytics trouble shooting.
* Recording issues within a support ticket system structure (Salesforce/ Service Cloud), to effectively triage and manage hardware, software, and analytics issues using pre-defined customer responses.
* Managing RMAs including assessing, testing, repairing, replacing, and recording of issues and outcomes.
* Supporting Logistics Co-ordinator with shipping of equipment globally.
This role will suit candidates from a range of backgrounds. We would be especially keen to hear from candidates who have hands on experience with electronics, or who have worked in 3rd party technical product or possibly external IT support businesses, used to triaging customer issues and problems over the phone or video link. The customer facing nature of the role means you have excellent interpersonal, communications and people management skills with the ability to build rapport with customers. Knowledge of electronics manufacturing processes as well as dexterity in assembly and repair of electronics hardware is a distinct advantage. The ability to follow processes and learn fast is paramount and full training will be offered.
This represents an excellent opportunity for a technical customer support analyst, advisor or specialist to join a forward thinking and highly ambitious Scottish business. The commercial slant to the role ensures variety and a challenge, no two days are ever the same. Your base salary of £28-32,000 is supplemented by a company bonus scheme of up to 5% of base salary per annum, plus pension, funded private medical support and a generous holiday allowance.
To apply to this role please send your CV to our recruitment partner Katie Hydes at Grw Talent.