Technical Support

Technical Support, Electrical / Electronic Engineering
Nottingham
£36K

Main purpose of the job:
– Support the global operations teams with pre & post sales activities for all assigned products demonstrating an in-depth understanding of features, specifications, performance and applications.
– Guarantee internal client satisfaction by providing effective pre & post-sales support whilst meeting the technical expectations of customers in line with group strategy, rules and procedures

Main Activities & Accountabilities
– Provide expert pre & post sales technical support to global regions for assigned products and technologies
– Ensure that technical issues are responded to and followed up with an appropriate sense of urgency
– Work closely with Pre Sales Expert and Product Manager in all market requests to ensure situations are addressed at the appropriate level
– Visit customer sites if required and provide support or knowledge transfer
– Develop post sale documentation and ensure it is available for product launches of assigned products
– Assist Operations and Product Managers where specific development needs are identified for a new business opportunity
– Assist in defining best practice/standards for global field service activities
– Co-ordinate technical expert evaluation in order to replicate a new issue and assist R&E in determining the root cause
– Contribute to the development of core products and facilitate the launch of new products and applications
– Maintain technical skills and knowledge on products, technologies, organisations, customers etc. to ensure a complete understanding of the global business
– Assist in delivering effective global technical and/or sales training programs in line with company strategy
– Maintain the required level of documentation/records in the company ERP system
– Comply with the mandatory administration requirements, complying with the escalation process of issues to improve service delivery
– Participate in continuous improvement events as required

Person Specification
– Ideally degree educated – Electrical and Electronic Engineering
– Proven track record in a Technical Support environment ideally with a bias towards electronic and/or software engineering
– Able to travel overseas (MUST have a full British Passport)
– Excellent attention to detail and motivated by high level problem solving
– Ability to communicate with internal and external customers in advisory and trainer capacity
– Knowledge of project management methodology
– Ability to technically asses situations and proactively advise on solutions, approaching opportunities from a business perspective and not solely from a customer service viewpoint
– Self-manage priorities and tasks, manage projects and make decisions when not all information is available
– A team player who is adaptable to change, overcomes challenges, has a creative approach to problem solving and the ability to multi task

Remuneration and Benefits
Basic salary: £43,200per annum
Pension: 3% of basic salary