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
Deliver customer satisfaction by resolution of support requests in timely manner
Review, update or introduce new metrics that aid in delivering improved customer satisfaction
Monitor, report and reduce the number of touch/contact points by Casella employees and customers in order to reach a satisfactory solution
Take prime responsibility for diagnosing and resolving customer technical/support issues
Perform field service visits where necessary ensuring all follow up actions are performed and customer is informed of progress at every stage
Monitor & reduce the demand on the engineering team from post-sales support, agree and define metrics
Deliver customer support that is second to none, driving increased customer lifetime value (CLV)
Feedback design, application and product improvement ideas to engineering function
Maintains a positive, confident and enthusiastic telephone manner with effective use of simple, spoken English
Maintains audit trails & analysis of all support enquiries
Promote / increase Casella’s credibility through smart effective support
Product Support
Answer questions from customers about the features and capabilities of our products, primarily by telephone, email and Helpdesk software
Assist Area Business Managers (ABM) and International Sales Managers (ISM) and SU’s to meet their objectives for product demonstrations and training
Assist customers, distributors and SU’s in the effective use of their Casella products through live chat and live over webcam where necessary
Provide input and/or create material for content; online tutorials and videos, service packs, flow diagrams, processes etc
Conduct product / software pre-testing from an end user’s perspective and advise internal teams of viewpoints and findings
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:
Minimum of 4 GCSE’s (or equivalent) at grade C and above including Maths and English.
Technical qualification to ONC standard or equivalent
Customer Service Experience
Experience of dealing directly with customers by telephone and email
IT skills with excellent knowledge of MSOffice especially Excel
Demonstrated ability working within a Quality Management environment
Hands on experience with electronics or measuring instrumentation such as: Pressure, flow, temperature, Noise
Strong English language skills, written and spoken word
Good telephone manner
Proactive, organised approach
Able to prioritise work load efficiently
Ability to multi-task and deliver on competing demands
Effective problem solver
Able to use own initiative
Team Player
Effective communicator
Energetic and enthusiastic
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:
On-site parking
25 holiday days plus statutory bank holidays
Salary sacrifice pension from day 1
Free eye test with money towards glasses
Life assurance
Christmas shutdown
Enhanced maternity and paternity pay
Long service awards scheme
Site based role, with hybrid working opportunity
How to Apply Please note that eRecruitSmart is advertising on behalf of the Hiring Company and your CV will be sent to the Hiring Manager who is responsible for the vacancy that you have applied to. Please only apply if you consent to these terms.
You must have eligibility to work in the UK. Please note, only suitable applicants will be contacted. If your address and contact details are not on your CV, you will not be considered.
We look forward to hearing from you!
Engineering, manufacturing, product engineer, technical engineer, support engineer,
