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, and 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:
o Provide remote technical support to customers, addressing inquiries and resolving issues related to load bank and dynamometer operation, maintenance, and performance.
o Diagnose and troubleshoot electrical, mechanical, and software-related problems with load bank and dynamometer equipment.
o Collaborate with other teams and individuals, providing 1 to 1 support, spare parts requests, containment and resolution actions.
2. Customer Assistance:
o Assist customers with setup, configuration, and integration of load bank systems.
o Offer guidance on best practices for safe and effective operation of load banks in various applications.
3. Documentation and Reporting:
o 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.
o Provide feedback to the engineering and product development teams based on recurring issues and customer input.
o Create service bulletins and work instructions for both customers and internal purposes.
o Lead problem-solving exercises, such as 8D and A3 investigations, to support the FMEA process.
4. Training and Education:
o Work 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:
o Collaborate with the Engineering team to test new products and software updates, ensuring they meet quality and performance standards.
o Provide internal technical support to the test department and support factory acceptance testing.
6. Customer Relationship Management:
o Build and maintain strong relationships with customers, ensuring a high level of satisfaction with technical support services.
o Act as a liaison between customers and internal teams, advocating for customer needs.
Qualifications
* Minimum HNC or equivalent in Electrical Engineering.
* Preferably undergone formal training, such as a structured apprenticeship.
* Proven track record in the support and repair of industrial control systems.
* Technical knowledge of load banks or similar electrical systems, PLCs, and diagnostics software. Experience within the power testing industry.
* Good communication and interpersonal skills.
* Understanding of electrical schematics and circuits.
* Excellent writing, communication, and presentation skills.
* IT skills including MS 365 and SAP or equivalent, CRM Software HubSpot preferred.
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 enhanced pension scheme.
* Life insurance.
* Discount Scheme.
* Performance-based bonus.
* Compressed hours with early finish on a Friday.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Electrical Equipment Manufacturing
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