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Covering the following locations: Birmingham, Conventry, Dudley, Gloucester, Hereford, Shrewsbury, Worcester

Leading provider of scientific instrumentation seeking Senior Customer Support Engineer Specialist.

Acts as the main interface between the company and our Customers and Distributors to ensure we maintain the highest level of Customer Support. Champions Customer requirements within Malvern. Ensure prompt and effective verbal and written communication to resolve technical. Takes ownership of all enquiries and tracks the problems, to a successful conclusion. Act as deputy for Helpdesk Manager as and when required.

RESPONSIBILITIES:

" Working as a team to ensure Customers can achieve contact with us within defined helpdesk working hours (currently 0730-18.30)

" Logging of Customer contacts and tracking of enquiries

" Maintaining and updating all relevant records.

" Taking ownership of customer issues and working through to a timely resolution within team and company KPI's.

" Working as a team to achieve accurate diagnosis of faults and, where possible, "first time fix" solutions

" Assigning, when required, Field Service Engineers (UK, and International) to a service call.

" Learning and maintaining own technical knowledge across whole Malvern product portfolio as well as developing more in-depth knowledge, where required.

" Liaising with other Subsidiary helpdesks and ensuring information flow around our Service Centres globally.

" Act as an escalation point for more junior members of the team as well as coach and mentor them when appropriate.

" Ensure the smooth running of the shift system and assist the helpdesk manager with scheduling of holiday and training requirements.

" Creative use of all available resources to find innovative solutions.

" Prioritisation of all enquiries and fault calls, manage escalations as they occur.

" Providing feedback on product quality and design issues. Working closely with all departments and other Customer Support personnel.

" Acting as a representative of the Customer and the Customer Support Department at Product Quality Meetings and taking ownership of relevant issues.

" Working with other technical specialists to write and issue technical bulletins.

" Giving both Technical and Customer facing input, to help with the ongoing development of the Intranet, Extranet and the Internet.

" Providing support to all internal and external customers that may, from time to time, necessitate domestic and international off-site work.

" Support Training Manager by participating in the design/ delivery of training sessions when required.





IMPACT:

" Customer satisfaction.
" Professional image of Instruments.
" After Sales revenue and therefore company profitability.


ACCOUNTABILITY:

Works with minimum of supervision and within company guidelines to achievements of agreed objectives.



COMMUNICATION:
Customer and Supplier Communication

On a daily basis communicates verbally with customers at all levels. Also communicates in writing and via Email.



Internal Communication

Liaises frequently with service teams, technical support, R&D, applications and manufacturing. Regular interface with other Malvern departments.

ENVIRONMENT AND HOURS:

Contractual hours - 37½ per week. Overtime is unpaid. Working hours are to cover three shifts 07.30 to 16.00, 08.30-17.00 and 10.00 to 18.30.

SKILLS AND KNOWLEDGE REQUIRED OF THE JOB HOLDER:

Entry Qualifications

" BEng or a degree in an Electronics related subject or equivalent experience.

Skills & Experience
" Fluent in English. Other languages would be an advantageous.
" Must be competent using Microsoft Office software.
" A good working knowledge of IBM compatible computers and their operating system's as well as previous experience of using a business management system, such as SAP and SalesForce/ ServiceMax would be advantageous

Knowledge

" Excellent communication and organisation skills.
" Experience of using/repairing/ maintaining laboratory instruments is essential. (Use of Malvern Instruments product portfolio techniques advantageous but not essential)
" Well-developed problem solving and trouble shooting ability.
" Flexibility/ Adaptability.
" Technical Acumen.
" Ability to work well on own and within a team.
" Experience in Customer facing role preferred
" Management/ Coaching/Mentoring experience.






CORE COMPETENCIES:

" Customer Focus
" Decision Quality
" Drives Results
" Communicates Effectively
" Self-Development
" Collaborates



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Malvern
Job Ref: 63213

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