Job Title: Senior Technical Support Engineer
Salary: Competitive
Benefits: Pension, Life Insurance, Health Care, Dental, Gym, Birthday Benefits, 25 days’ annual leave, Fitness Classes, & Progression
Location: Paignton
The Client:
Curo are Partnering with a Global Company who deliver their B2B Customers cutting-edge technology. Their automated test and assurance solutions accelerate technology development in the lab, and ensure new products and services perform in the real world. They design, manufacture and supply advanced satellite navigation test and simulation systems, many of which comprise radio frequency signal generators plus computer systems running complex application software; all designed in-house. These systems are sold all over the world to high-profile organisations and inevitably there are occasional problems experienced by the users – component failures, software bugs, documentation issues or the customer may simply need guidance and/or advice.
The Candidate:
As a Support Engineer, you will leverage your technical expertise as an integral part of the company’s mission, to deliver exceptional technical support to their international household name and industry-leading clientele. Working closely with a friendly and close-knit team, you will report to the Support Services Manager for Technology products.
The Role:
Your responsibilities will include diagnosing and resolving issues related to advanced test and simulation systems, troubleshooting component failures, addressing software bugs, resolving documentation issues, and providing guidance to customers. Effective communication of technical information to both technical and non-technical audiences is essential for ensuring customer satisfaction.
In addition to providing direct support to customers, you will collaborate with the in-house engineering team to escalate and resolve complex technical issues. This collaboration is vital in maintaining the company’s reputation for delivering innovative and reliable solutions to high-profile organizations worldwide.
Key Duties:
* Responding to incoming Service Requests from customers, sales engineers and sales team via online portals/applications email and phone.
* Analysing reported problems, replicating and demonstrating them if needed, using appropriate dedicated support equipment.
* Suggesting, preparing and delivering solutions to customers for both hardware and software problems.
* Liaising with software/hardware engineers to analyse and resolve complex customer issues and to report identified hardware or software design flaws.
* Complete and maintain records of customer issues, product defects, etc. using the company’s CRM tools (Salesforce/Jira).
* Assist Professional Services (PS) team with delivery of PS engagements if required.
* On-site installation and technical support for customers when required.
* Providing level 1 hardware repair and calibration services for customers.
Other Responsibilities:
* Assisting in the distribution of software and hardware upgrades to customers.
* Performing calibrations/integrations at customer sites on key product range when required.
* Maintaining literature available through the support website.
Job Requirements:
* BA, BEng or HND in appropriate Engineering discipline.
* Demonstrable related experience in a high technology organisation.
* Direct experience providing technical customer support.
* Direct and recent experience using standard RF and other test equipment such as:- Power Meters, Spectrum analysers, Frequency counters, Oscilloscopes.
* Ability to read, analyse, and interpret technical manuals, RFCs, national and international standards, general business periodicals, professional journals, technical procedures, or regulations.
* Ability to write reports and business correspondence, effectively present information and respond to questions from managers, clients, customers, and the employees of the company.
* Good communication and presentation skills.
* Proven problem-solving abilities.
* Flexible and dedicated approach.
* Must be able to work in a fast-paced environment and effectively manage multiple priorities.
* Experience with the Linux OS.
* Experience with tools such as Salesforce and Jira.
To apply for this Senior Technical Support Engineer job, please click the button below and submit your latest CV.
Curo Services endeavour to respond to all applications. However, this may not always be possible during periods of high volume. Thank you for your patience.
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