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.
Please double check you have the right level of experience and qualifications by reading the full overview of this opportunity below.
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