First Military Recruitment are currently seeking a Customer Support Engineer on behalf of one of our clients.
Our client encourages applications from ex-military personnel; however, all candidates will be considered.
Duties and Responsibilities:
* Deliver, help develop content, and certify trainees in ‘Train the Trainer’ courses for appropriate Avon Protection customer-facing staff to support Level I, II, and II+ training in the field.
* Deliver, help develop content, and certify trainees in external courses for training Levels I, II, II+ and III in the field.
* Provide technical service and support in the field for customers experiencing warranty or maintenance issues with their products.
* Support Avon Protection’s HPW internal service centre in achieving and maintaining best-in-class service practices around Helmet, Thermal Imaging, and Respiratory product lines to maximize service support contract revenue and customer satisfaction.
* Clean, maintain, and test T&E (Trial and Evaluation) and training equipment to provide support for EMEA/APAC region, ensuring the best possible first impression is always made.
* Capture customer feedback and relay to relevant internal parties.
* Work within the Service Centre, responsible for conducting routine, yearly, and scheduled services as well as carrying out repairs to Avon’s and end users’ equipment.
* Provide reports for service work conducted and update X3 service responses as per SOPs.
* Conduct audits of partner service centres and provide reports and findings to the Training & Technical Service Manager.
* Work closely with the Training & Technical Service Manager and be prepared to take on additional tasks as necessary for this growing department.
* Level of Travel: Medium-High 50-60%; Domestic & International.
Skills and Qualifications:
Essential:
* Minimum of 5 years’ experience with RPE safety/health, first responder, industrial or military products; Thermal Imaging, SCUBA/Rebreather will also be considered.
* Military, CBRN or First Responder background.
* Experience within respiratory protection or related products in a technical capacity.
* Excellent communication, teamwork, and time management skills.
* Demonstrated presentation creation ability.
* Demonstrated ability to deliver technical training and train others to do so.
* Demonstrated ability to interact directly with customers to quickly de-escalate and resolve concerns; ability to converse technically regarding RPE preferred.
* Demonstrated ability to work in a technical environment, overcoming language barriers and working through translators as necessary.
* Demonstrated experience servicing and maintaining equipment.
* Ability to work with and influence cross-functional teams including technical service, training, engineering, manufacturing, regulatory, product management, sales, and marketing.
* Confident Microsoft Office and PowerPoint user.
* Business systems experience (Sage X3, Zendesk).
* A second language (technical proficiency).
Benefits:
* Up to 5% bonus.
* Training and development opportunities including 24/7 e-learning on LinkedIn Learning.
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