CUSTOMER SUPPORT ENGINEER

Posted on: 13/03/2018
Ref: VAC-16442
 
  • Start Date: Immediate
  • Region: North West
  • Location: Manchester
  • Industry:
  • Discipline: Engineer
  • Employment Type: Permanent
  • Duration: n/a

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Job Description

Job Description:

The Customer Solutions Support Engineer, will take responsibility for technical suitability of existing equipment applications, information deliverables as well as the execution of technical support services delivered to the customer and other internal/external stakeholders. You will be responsible for technical guidance and expertise by means of providing both standard and bespoke solutions to customer enquiries – taking customer enquiries, translating them into customer solutions by means of quotations in collaboration with the sales and operations team. Your existing knowledge of the design and manufacturing of Process, Industrial and Production Technologies including rotating agitators and related components will act as a foundation to you developing critical troubleshooting skills. Crucial to this role will be your ability to drive continual improvement processes, enhancing efficiency and performance within our industrial markets and delivering technically competent solutions to our customers.

DUTIES & RESPONSIBILITIES:

” Provide technical expertise to customers and provide both customer and sales with a first line product technical support, sales support and quotations.
” Troubleshoot customer equipment breakdowns or system failures and provide recommendations for replacement parts and long-term solutions taking customer enquiry from quotation stage to order conversion
” Provide expert technical support on escalated and high profile inquiries and issues directly as needed.
” Assist customers with spare parts inventory planning and contingency planning for emergency situations.
” Define custom parts orders as needed to present to operations for production.
” Modification on existing equipment, improvement, enhancement, technically define items liaising with manufacturing on lead times.
” Assist other departments within PFT as needed to support order processing, field service, mechanical engineering, procurement and engineering/design.
” Develop long-term relationships with customers and distributors through managing and interpreting their requirement
” Manage workload to meet deadlines with minimal supervision. Monitor processes/tools to maintain schedules defined to meet quotation deadlines, contractual obligations and progress milestones.
” Define, implement and monitor entry/update/audit processes to ensure technical accuracy of equipment information in appropriate systems, technical accuracy of customer-delivered documentation, and conformance of equipment with contractual, classification, and functional requirements.
” As required, go to field locations to address specific equipment installations, troubleshoot issues, and implement solutions.
” Establish relationships with technical management, both with the customer and internal/external stakeholders.
” On a local level support the global improvement efforts of the business by participating in the group’s continuous improvement projects and playing a key contributor role in internal projects. Support the sales function with challenging or technically complex issues that arise as part of the root cause and issue resolution process.
” Participate in the definition of standard technical document and service offerings. Estimate cost associated with technical documentation, engineering, or service deliverables for accurate quote to the customer.
” Technically support personnel in the field at installation, commissioning, operation or inspection services with technical solutions and problem solving to enhance our support to the customer.
” Provide support on product and project matters involving certification requirements, global standards, and applicable international codes that govern our products and responsibilities to the customer.
” Travel as and when required
” Carry out other duties as and when business requirements dictate as may be reasonably expected by line manager
SKILLS & EXPERIENCE REQUIRED

Strategic

o An exceptional ability to understand, evaluate and apply technical information
o Capable of keeping abreast of an evolving portfolio of products and services
o Able to understand the business needs and drivers
o Delivers solutions and decisions that are effective and constructively impact both our client and our customer’s organisation

Operating

o Adept at exercising good judgement (sometimes with incomplete information) whilst being constrained by tight deadlines
o Able to apportion time effectively to complete tasks
o Be willing to provide colleagues with the information they need to complete their tasks and eliminate roadblocks
o Able to define, work within and improve business processes whilst exercising good judgement based on immediate and future business needs.

Confidence

o Can be counted on to take personal responsibility in challenging situations and be willing to engage in disputes in order to settle them equitably

Energy

o Will be energised by challenges and drawn towards opportunities

Organisational

o Confident and professional when representing the company in person and in writing

Personal and Interpersonal

o Imbued with a strong sense of customer focus (internal/external)
o A candid team player who collaborates with peers to solve problems
o Committed to self-improvement and development through the role in order to achieve career goals
o Firm and diplomatic when negotiating
o Is known to consistently adhere to ethical principles and expects others to follow suit

Quality Essential Desirable
Qualifications: HNC /HND in Engineering Tertiary education in an Engineering and or Business discipline

Experience:
Experience in a similar position
Ability to create and track individual and team metrics
Creation and/or interpretation of engineering drawings

Draughting/Mechanical Engineering
Skills, training or special knowledge Computer literacy (including good command of Microsoft Office; Excel, Word, Outlook)
Working knowledge of Customer Relationship Management (CRM) systems
Knowledge of industry standards
Process, Industrial and Production Technologies including rotating agitators and related components.

Due to the potential level of response we are unable to contact all applicants
Please contact us on 01592 631644 for more information.
This position may be one of numerous opportunities we are handling that you could have an interest in pursuing. If you have not been in touch with us before please call us on 01592631644 or email your contact and we will make sure the most relevant consultant gets back to you as soon as possible.
Please note that we never send CV’s out without your prior consent.
View all our jobs at www.blueprint-recruitment.co.uk
Blueprint Recruitment Limited offers the services of an employment agency for permanent work and an employment business for temporary work.

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