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40-50k for 40 hour week between 7am and 6pm Monday-Friday
A fantastic new role has arisen for Product Support (Remote Triage Engineer) in our European Print Systems Division
The Product Support (Remote Triage Engineer) will be the first technical point of contact for all of our customers. Their fundamental role will be to perform initial support to customers, customer engineers, reseller and internal engineers with tech support requests and escalations.
The engineer will operate on a global basis offering assistance to customers from all geographies worldwide either directly or indirectly, this will vary based on business needs.
Key Responsibilities:
- To offer customer support and or confirmation for parts orders.
- Initial triage to identify parts requirements ensuring customer receives the correct part.
- Provide initial technical support to all customers understanding, identifying symptoms and driving corrective actions.
- Ordering necessary parts to be shipped to sites where required.
- Organising field dispatch of engineers with the correct skills to be at the site when the parts are also on site to implement corrective actions.
- Escalate internally to product support remote team when unable to identify the issues and or parts required.
- Complete escalation documentation to be posted in appropriate locations.
- Complete all necessary case details and report accurately and timely into the service system.
- Ability to work within a shift rotation, which will also include a rotation of on call.
- Relentlessly drive to resolution of customer issues.
Qualifications And Experience:
- Previous experience and in field knowledge as an Inkjet field service technician desirable.
- Good knowledge of electromechanical capital equipment from any sector
- Fluent in Multiple languages both spoken and written (English Mandatory).
- Good knowledge in MS Office and database systems.
- Excellent communication and interpersonal skills, especially when communicating with customers.
- Customer focused.
- Self-motivated, ability to manage own workload and to work under high pressure.
- Proficiency in reading electrical and fluid schematics.
- Ability to apply resources and material to logically work through fault finding in a pragmatic manner.
- Proficient in computer-based applications such as SAP, Acrobat.
