Avtron are seeking a skilled and motivated Technical Support Engineer to join our dynamic team supporting Load Banks and Dynamometers globally. The successful candidate will play a critical role in ensuring customer satisfaction by providing expert technical support, troubleshooting, and guidance for our Load Bank and Dynamometer products.
This position requires a combination of technical expertise, excellent communication skills, but with a customer-centric mindset to resolve technical issues efficiently and to maintain strong client relationships.
This position will work on site at the Easton-on-the-Hill (Stamford) Lincolnshire office.
Key Responsibilities
1. Technical Support and Troubleshooting:
* Provide remote technical support to customers, addressing inquiries and resolving issues related to load bank and dynamometer operation, maintenance, and performance.
* Diagnose and troubleshoot electrical, mechanical, and software-related problems with load bank and dynamometer equipment.
* Collaborate with other teams and individuals, providing 1 to 1 support, spare parts requests, containment and resolution actions
2. Customer Assistance:
* Assist customers with setup, configuration, and integration of load bank systems.
* Offer guidance on best practices for safe and effective operation of load banks in various applications.
3. Documentation and Reporting:
* Create and maintain detailed documentation of support cases, resolutions, and customer interactions in a ticketing system, using various software, such as SAP B1 and HubSpot
* Provide feedback to the engineering and product development teams based on recurring issues and customer input.
* Creating service bulletins and work instructions for both customers and internal purposes.
* Involvement and to lead problem solving exercises, such as 8D and A3 investigations, to support the FMEA process.
4. Training and Education:
* Working with the Marketing Team and Training Engineer to develop and update user manuals, FAQs, and training materials to enhance customer self-service capabilities.
5. Product Testing and Support:
* Collaborate with the Engineering team to test new products and software updates, ensuring they meet quality and performance standards.
* Provide internal technical support to the test department and support factory acceptance testing.
6. Customer Relationship Management:
* Build and maintain strong relationships with customers, ensuring a high level of satisfaction with technical support services.
* Act as a liaison between customers and internal teams, advocating for customer needs.
Qualifications
* Minimum HNC or equivalent Electrical Engineering.
* Preferably undergone formal training, such as a structured apprenticeship
* Proven track record in the support and repair of industrial control systems
Proven Skills
* Technical knowledge of load banks or similar electrical systems, PLCs and diagnostics software. Experience within the power testing industry
* Good company and interpersonal skills
* Understanding of electrical schematics and circuits.
* Excellent writing, communication and presentational skills
* IT skills including MS 365 and SAP or equivalent, CRM Software HubSpot preferrable.
Personal Qualities
Problem-Solver: Excellent analytical and troubleshooting skills to identify and resolve technical issues effectively.
Good Communicator: Strong verbal and written communication skills. Ability to explain complex technical concepts to non-technical audiences.
Customer Focus: Proven ability to deliver exceptional customer service and maintain positive client relationships.
In return you will receive
Salary negotiable based on experience
28 days holiday
Holiday buy scheme up to 5 days per annum
salary sacrifice enhance pension scheme
Life insurance
Discount Scheme
Performance based bonus
Compressed hours with early finish on a Friday