We have an excellent opportunity for a Product Support Engineer to join this super manufacturer in Bedford. In this role you will assist the company in achieving its business objectives and revenue targets by delivering professional Product Support.
About the company
Our client is a respected leader in the development, manufacture and supply of occupational health and environmental monitoring instrumentation. With a history dating back to 1799 they have changed significantly over the past 200 years plus, yet they remain perfectly placed to offer reliable, trustworthy and credible solutions for Occupational and Environmental monitoring or noise and dust - with over 40 years of innovation in noise monitoring, and 60 years in dust monitoring.
About the role
As a Product Support Engineer, your role initially is considered to be a 50:50 split between reactive technical support and product support duties; product support duties will consist of proactive support, working on information, testing or activities to improve the customer experience through the product life cycle.
Technical Support
1. Deliver customer satisfaction by resolution of support requests in timely manner
2. Review, update or introduce new metrics that aid in delivering improved customer satisfaction
3. Monitor, report and reduce the number of touch/contact points by Casella employees and customers in order to reach a satisfactory solution
4. Take prime responsibility for diagnosing and resolving customer technical/support issues
5. Perform field service visits where necessary ensuring all follow up actions are performed and customer is informed of progress at every stage
6. Monitor & reduce the demand on the engineering team from post-sales support, agree and define metrics
7. Deliver customer support that is second to none, driving increased customer lifetime value (CLV)
8. Feedback design, application and product improvement ideas to engineering function
9. Maintains a positive, confident and enthusiastic telephone manner with effective use of simple, spoken English
10. Maintains audit trails & analysis of all support enquiries
11. Promote / increase Casella’s credibility through smart effective support
Product Support
12. Answer questions from customers about the features and capabilities of our products, primarily by telephone, email and Helpdesk software
13. Assist Area Business Managers (ABM) and International Sales Managers (ISM) and SU’s to meet their objectives for product demonstrations and training
14. Assist customers, distributors and SU’s in the effective use of their Casella products through live chat and live over webcam where necessary
15. Provide input and/or create material for content; online tutorials and videos, service packs, flow diagrams, processes etc
16. Conduct product / software pre-testing from an end user’s perspective and advise internal teams of viewpoints and findings
17. Work in cross functional teams through the whole or parts of the NPD process to assist in bringing new products to market
About you
To be successful for the role of Product Support Engineer you must have / be:
18. Minimum of 4 GCSE’s (or equivalent) at grade C and above including Maths and English.
19. Technical qualification to ONC standard or equivalent
20. Customer Service Experience
21. Experience of dealing directly with customers by telephone and email
22. IT skills with excellent knowledge of MSOffice especially Excel
23. Demonstrated ability working within a Quality Management environment
24. Hands on experience with electronics or measuring instrumentation such as: Pressure, flow, temperature, Noise
25. Strong English language skills, written and spoken word
26. Good telephone manner
27. Proactive, organised approach
28. Able to prioritise work load efficiently
29. Ability to multi-task and deliver on competing demands
30. Effective problem solver
31. Able to use own initiative
32. Team Player
33. Effective communicator
34. Energetic and enthusiastic
35. Cultural Awareness
About the hours & rewards
For the role of Product Support Engineer your hours of work will be Monday to Thursday 8.30am to 4.30pm and Friday 8.30am to 4pm with a 30-minute lunch break.
There is a salary on offer of £25,000 to £35,000 per annum plus you will receive:
36. On-site parking
37. 25 holiday days plus statutory bank holidays
38. Salary sacrifice pension from day 1
39. Free eye test with money towards glasses
40. Life assurance
41. Christmas shutdown
42. Enhanced maternity and paternity pay
43. Long service awards scheme
44. Site based role, with hybrid working opportunity