Alongside the study element of the role, the main duties consist of:
1. Day to day management of Technical Tickets, ensuring SLAs are achieved, reporting is accurate and customer communications are performed in a timely manner.
2. Work alongside and coordinate with the Technical Manager to ensure synchronization of tasks and achievement of company goals.
3. Read and understand technical manuals in conjunction with manufacturing processes.
4. Build customer relationships both internally and externally.
5. Provide technical assistance to customers via telephone and remote support software.
6. Assist in root cause investigation of product and service related complaints and explore preventative measures.
7. Support NPD project progression.
8. Develop into first line point of contact for all customer tech queries.
9. Ensure you are kept up to date with supplier product changes, company processes, new product ranges and developments.
10. Maintain a proactive, professional and efficient customer service provision.
11. Supporting Production in regard to SOP generation and new process development.
12. Engagement with suppliers in relation to product development and feedback.
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