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Senior Customer Service & Support Engineer

Posted 2 February by RHL Ended

Job Description For Vacancy No: _238003
Consultant: _Tim Bees

Company Profile: Client is a market leader in its chosen market of Semiconductor and PCBA Test and Inspection Equipment.

Job Location: Buckinghamshire

Job Position: Senior Customer Service & Support Engineer - Captial Equipment

Reporting To: UK Customer Service and Support Team Leader

Job Status: Permanent

Qualifications &
Experience: HNC/HND in Mechanical/Electrical engineering or equivalent.
Good understanding of diagnostic techniques for both electrical, mechanical and software disciplines.
Proven experience in a customer service role within a capital equipment environment and experience of supporting a predominantly overseas install base.
Customer focused, technical orientated engineer with experience of working within a fast-moving technical service environment.

Degree qualified in Mechanical/Electrical Engineering or equivalent.
Experience of force measurement technologies.
Proven experience in a customer service role and extensive experience of supporting SE Asia install base.
International experience/exposure

Preferred Skills
& Abilities: Customer focused.
Electro/mechanical focus.
PC skills.
Ability to organise and prioritise workloads.
Ability to act on own initiative, dealing with unexpected problems that arise.
Ability to communicate both verbally and in writing with individuals at all levels.
Good interpersonal skills.
Proactive and the ability to make decisions.
Ability to work under pressure and to tight deadlines.
Lean experience.
Additional language.

Responsibilities: Handling all technical enquiries, problem diagnostics, communication and feedback to concerned parties.
Provide out of hours support via the telephone in accordance with the on-call rota.
Liaison and co-working with interfacing departments to resolve any issues that may affect the performance of products and to ensure that corrective/preventative measures are taken to prevent issue re-occurrence.
Liaison and co-working with interfacing departments to ensure the supply of parts for repair and replacement (both warranty and charge).
Ensure all actions taken to address customer dissatisfaction and/or adverse comments are effective and satisfactory.
Maintain the "Customer Complaint Log" and ensure that the customers/agents/subsidiaries are using the system in accordance with the specified requirements of the Management System.
Generate and distribute "technical informers" where appropriate.
Perform demonstrations where necessary.
Support sample evaluation (applications testing) as required and to generate customer reports and recommendations as required.
Conduct visits (as required) to provide support at customer sites for installations, training, fault diagnosis and service provision.
Take ownership and proactively manage technical issues to completion such that they are resolved prior to escalation.
Ability to manage / lead customer support projects. Achieve targets on time and on budget.
Proactively manage customer expectations to closure, taking into account commercial and technical perspective.
Effectively follow escalation processes.
Deputise for UK Customer Service and Support Team Leader as and when required.
Mentor other members of the department as and when required.
Subsidiary Elements
Support Sales Admin with return system management and data recording.
Liaison and co-working with interfacing departments to ensure that all returns are processed and actioned in a timely manner to the customers' satisfaction.
Assessment of warranty complaints to determine applicability of warranty claim
Provision and co-ordination of all UK and overseas product and service training.
Maintenance of Health and Safety and 5S in areas of responsibility.

Salary: £40,000 - £45,000

Hours: 37.5 per week (08:30-16:30 Monday to Friday with ½ hour lunch)

Fringe Benefits: Pension and healthcare after completion of 3 month probationary period

Closing Date: 2nd March 2018

Reference: 34387597

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