Customer Support Engineer Shirley, East Midlands, England
Job description
Trimble MEP
Trimble is the leading provider of integrated Building Information Modelling (BIM) services and solutions for the MEP industry.
Title: Customer support engineer
Location: Solihull
Our Department : Trimble MEP (CMS)
Position Overview:
You’ll be working with the Client Services Manager in the ‘support’ function of the business providing a broad range of support services for our customers.
You’ll be responsible for ensuring all customers receive, and benefit from, a quality support service.
What you’ll be doing:
Customer Support
Answer incoming support calls courteously and within defined timescales as and when required.
Provide problem solving service for customers relating to electrical design calculations.
Complete customer support tickets on the CRM database.
Complete defect tickets on the CRM database.
Provide high level technical support to customers.
Experience in electrical design and calculations would be an advantage in this role.
Internal Support
Aid the production of agreed monthly reports improving or adding to as benefits the business and departmental needs.
Help maintain the list of defects and enhancements.
Help find the root cause of defects as they are found.
Assisting in the resolution of customer defects to ensure satisfactory completion in accordance with company procedures.
Provide technical support to the Sales Team as required.
Help maintain the list of future enhancements.
Provide technical support to other members of the support team.
Development
Test new versions of software as necessary.
Assist with the production of user documentation, manuals & help files as necessary.
Liaising with development to achieve set goals.
What Skills and Experience You Should Bring:
A passion for customer support and achieving successful outcomes.
Tenacity to solve problems and work methodically.
You are articulate and can converse well with customers from all walks of life & enjoy nurturing long term customer relationships.
You should have proven experience in a customer facing role.
You should have an interest in technology and learning more about software (full training will be provided).
What we can offer you:
An opportunity to work with cutting edge technologies.
A career within a close knit team but one that is part of a global organisation that spans multiple industries, across 40+ countries, with a workforce of over 11,500 individuals.
We train, mentor, support and encourage individuality.
Generous compensation package including pension contributions, life insurance, access to our Employee Assistance Programme & access to Trimble Employee Share Scheme.
Trimble doesn't just offer jobs, we offer a career.
Want to join us? Apply today at Trimble Careers https://careers.trimble.com/
Trimble Inc. is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D
