Customer Experience / Technical Support Engineer

Illinois Tool Works; High Wycombe; On-site; GBP 30,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated technical support specialist to assist field engineers globally. This role focuses on providing solutions to complex technical problems, ensuring customer satisfaction, and contributing to product development. The ideal candidate will thrive in a dynamic environment, showcasing their ability to communicate effectively with both technical and non-technical audiences. With opportunities for international travel, this position offers a chance to make a significant impact while working with innovative technology and enhancing customer experiences.

Qualifications

• Ability to read and understand electrical and hydraulic schematics.
• 5 years’ experience in an engineering discipline or HNC qualification.

Responsibilities

• Support field service team internationally on designated products.
• Resolve technical issues and provide training to customers globally.

Skills

Electrical Schematics

Hydraulic Schematics

Problem Solving

Customer Communication

Technical Training

Education

HNC or equivalent in technical subject

5 years’ experience in engineering discipline

Job description

Job Description:

Job Purpose

To provide technical support to Instron’s field-based service engineers globally, making use of electrical / hydraulic schematics, mechanical drawings, and product knowledge. This is primarily an office based support role with an occasional need for domestic and international travel to provide hands-on support to complex problems.

Tasks & Responsibilities

• Remotely supporting Instron’s field service team internationally on designated products.
• Reviewing escalated customer issues for designated territories and product lines, providing recommendations for resolution to local and senior management.
• Representing the Service Department on new product development and concurrent product support teams, ensuring ongoing improvements and customer satisfaction.
• Working with and developing new technology for customer and Field Service Engineer support.
• Visiting customers globally to support local service and sales teams, resolving technical issues, and providing training.
• Contributing to the company's efforts to enhance customer satisfaction, reduce costs, and improve quality using specified tools and processes.
• Providing quick and comprehensive feedback and updates through effective communication.
• Maintaining accurate call administration and submitting expenses and paperwork as per company requirements.
• Performing other related duties as specified and agreed.

Key Competencies (includes skills)

• Ability to read and understand electrical and hydraulic schematics.
• Ability to find creative solutions to complex technical problems.
• Thrives in a culture that puts a high priority on responsiveness to customer needs and that values a high degree of customer satisfaction.
• Capable of prioritising own workload from both the perspective of the internal organization and customer perspective.
• Dedicated and pro-active approach to work with minimal supervision.
• Works effectively with direct team members and other members of the Instron workforce.
• Ability to communicate technical information to non-technical audiences.

Qualifications / Experiences

HNC or equivalent qualification in a technical subject or 5 years’ experience in an engineering discipline.

KPIs/Other Performance Measurements

- Fixed Fast – Escalated customer issue ownership

- Fixed Fast – Time to resolution of technical problems

- W&I Hours / Costs