Customer Experience / Technical Support Engineer

Illinois Tool Works, Inc.; High Wycombe; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated technical support professional to assist field service engineers globally. This role emphasizes problem-solving and customer satisfaction, requiring the ability to interpret complex electrical and hydraulic schematics. You will engage with customers to resolve technical issues and contribute to product development efforts. The position offers a dynamic work environment with opportunities for both domestic and international travel, ensuring that you play a vital role in enhancing service quality and customer experience. If you are proactive and thrive in a supportive team, this opportunity is perfect for you.

Qualifications

• HNC or equivalent qualification in a technical subject or 5 years' experience in engineering.
• Ability to read and understand electrical and hydraulic schematics.

Responsibilities

• Support field service team internationally on designated products.
• Resolve technical issues and provide training to customers globally.
• Contribute to enhancing customer satisfaction and improving quality.

Skills

Electrical schematics understanding

Hydraulic schematics understanding

Creative problem-solving

Customer satisfaction focus

Workload prioritization

Effective communication

Education

HNC or equivalent in a 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