Job Title: Technical Support Engineer
Do you have experience managing the day-to-day aftersales functions, supporting and preserving long-term relationships with key accounts, and providing excellence with a proactive approach in product delivery including quotations and engineering support? We would love to hear from you!
The Orion Team is working with a well-established business that specializes in the bespoke design, manufacturing, and installation of automation and materials handling equipment and solutions. They are looking to strengthen the growth of their established team with an Aftersales Engineer.
Responsibilities for the Technical Support Engineer:
1. Maintain regular contact with customers to ensure excellent customer service and understand their business needs.
2. Manage expectations, demands, and customer complaints.
3. Offer customers access to spare parts, service contracts, call-out/breakdown cover, and obsolescence support.
4. Produce clear and accurate quotations using the business software system.
5. Ensure all orders are handled and processed promptly.
6. Focus on achieving service excellence.
7. Work with wider teams within the business to support the sales strategy and deliver growth within aftersales.
8. Liaise with design, procurement, and production teams to ensure customer satisfaction and on-time delivery.
9. Attend and participate in weekly production and resource meetings.
10. Provide role-appropriate support to the business and/or wider teams with various ad-hoc tasks.
11. Develop and maintain contact with target key customers at all levels.
12. Generate and maintain reports weekly and annually, providing statistical data on enquiry and order quantities, margins, and other pertinent data to identify trends for future business generation.
13. Identify and review working practices to enhance and develop a consistent and effective level of service.
14. Implement and control strategies for generating new aftersales leads using direct telephone calls, mailshots, and e-shots in conjunction with the Sales & Marketing Department.
15. Identify and suggest improvement ideas.
Experience and Education for the Technical Support Engineer:
1. Experience within an aftersales role in an engineering environment.
2. Attitude that promotes teamwork.
3. Degree standard or equivalent.
4. Full UK driver’s license.
5. Able to understand and interpret technical drawings and information using AutoCAD/Solid Edge or 3D software (SolidWorks or equivalent).
6. Fully competent with key MS Office software (Word, Excel, PowerPoint, and Outlook).
If you would like to find out more or make an application for the position, please contact Abby Maslin at the Reading Orion office.
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