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Technical Support Technician

Location: Buckingham

Salary: £27,000 - £33,000 + potential bonus

Permanent

We are looking for an experienced Technical Support Technician who is required to join a large, well-established company based in Buckingham on a permanent basis, paying up to £33,000 per annum OTE, depending on experience.

Are you a person that enjoys problem solving?

Have you worked previously in a hands-on role within Electrical/Mechanical Engineering?

Do you enjoy engaging and helping people? If so, this role may be of interest.

Our client is a is a cutting edge, engineering driven business focusing on high performance, automotive diagnostic solutions within the aftermarket segment.

As a Technical Support Technician, you will be responsible to provide technical support and guidance to their global distributor network/end users of their specialist equipment via the Technical Help Desk

TECHNICAL SUPPORT TECHNICIAN RESPONSIBILITIES WILL INCLUDE:

• Fault find technical issues, remotely (telephone, email, live chat, skype, TeamViewer etc.) guiding technicians through complex diagnostics to a fast resolution.
• Investigate reported bugs and other customer issues, working closely with engineering and quality teams within the business to find and provide solutions
• To record all communications & after sales needs in a cloud-based ticketing system. Including Technical Enquiries, Warranty transactions, Shipping, Returns, Quotations, Repairs & Invoicing.
• The investigation and repair of equipment returned as and when required
• Regional Incident account management of key territories.
• Regularly review open enquiries with customers/distributors & internal teams to ensure they are actively updated and progressed to meet response & closure targets.
• Work with Engineering and Operations teams to progress Continuous Improvement and value add solutions for customers.
• Produce and maintain technical content to be published in an online Technical Help Centre (documents, videos, etc.)
• Produce and distribute Customer Technical Bulletins.
• To assist with the testing, introduction & release of new products when required.
• To assist as required in conducting customer training.
• To support the out of hours on call rota.

THE IDEAL CANDIDATE FOR THE TECHNICAL SUPPORT TECHNICIAN:

• Be a team player, comfortable working in a small team and building strong professional relationships.
• Have a proactive approach to work and be good at problem solving and suggesting new ideas.
• Have the ability to communicate effectively at all levels both internally and with customers.
• Be flexible and keen to assist in a variety of ways on a variety of projects.
• Be confident and have a “Can Do” attitude.
• A multi-tasker and a finisher
• Must be willing to "think outside the box" and willing to take calculated risks

EDUCATION/EXPERIENCE REQUIRED FOR THE TECHNICAL SUPPORT TECHNICIAN:

• City & Guilds, ONC or HNC in Electronic/Electrical Engineering or equivalent, as well as experience in Mechanical Engineering.
• An understanding of pneumatic and/or hydraulic Engineering
• Reading, understanding & interpretation of technical assembly drawings including hydraulic, pneumatic, and electrical circuit diagrams
• Experience of capital equipment would also be an advantage
• A background in field service &/or technical help desk work
• Experience of working with software driven equipment
• The ability to fault find and visualize technical problems
• Experience in a customer facing technical role

BENEFITS FOR THE TECHNICAL SUPPORT TECHNICIAN:

• Up to £33,000 + 8% bonus
• Hybrid working arrangements (min 2 days onsite)
• 25 days holiday + statutory bank holidays
• Westfield Health - cashback
• Enhanced Pension scheme