Customer Support Engineer

Oxford Metrics; Gloucester; On-site; GBP 30,000 - 50,000; Full time

Job description

Description

Join our team and become part of a company that values innovation, growth, and excellence. Sempre is a measurement specialist solving manufacturing challenges across aerospace, automotive, medical, energy and precision engineering industries. Through their expert in-house consultants and partnerships with over 25 well-known manufacturers including Jenoptik, Renishaw and Micro-Vu, Sempre offers an extensive range of products to increase efficiencies and boost productivity.

The Sempre Group was founded in 2000 to support the UK and Irish Manufacturing industry with all things measurement. We have developed to improve efficiency across the whole quality and production process with high-speed technology and digitalisation and automation of manual processes. We achieve this with quality management software, data control and analysis technology as well as our wide range of metrology solutions from our global manufacturing partners. We provide equipment as well as services such as calibration, sub-contract measurement, training and metrology consultancy.

The Sempre Group is a subsidiary of Oxford Metrics since October 2024.

Job Purpose

• The role of Customer Support Engineer is a highly technical position that requires strong customer service skills, patience, attention to detail and superior problem solving skills.
• The ability to build up a strong rapport with customers, agents and fellow colleagues.
• Ensure high quality customer support for product range Metrology Direct supply.
• To be a team player and show initiative planning out day to day workload.

Key Responsibilities

• Provide on-site service, calibration, installation and commissioning of equipment.
• Perform hands-on on-site troubleshooting, service and repairs.
• Perform in-house calibrations and repairs when necessary.
• Provide high level support to external customers at their location.
• Provide on-site training to customers.
• Interface with cross-functional work teams such as applications, customer support/services/sales and marketing.
• Develop and create service documentation when needed.
• Create and maintain service information within the Metrology Direct CRM.
• Timely and professionally handle field service calls and issues arising from the field service visits.
• Timely complete and submit all required maintenance reports and calibration certificates.

Accountability

• Be a supportive and approachable member of the customer service team promoting openness and honesty.
• To operate within the overall policy of the organisation and to keep within its written rules set out in the company handbook.
• Responds to broad guidelines set down by the Service Team Leader.
• Collective responsibility for Customer Service under the direction of the Service Team Leader.

Required Skills, Knowledge And Expertise

• HNC/HND or higher in Mechanical Engineering or similar.
• Working knowledge and ability to test and troubleshoot electrical circuits.
• Experience in the service and calibration of measuring equipment. Ideally CMM’s, Shadow graphs, height gauges and vision systems.
• Highly motivated to deliver the best possible service to customers.
• Sets high personal standards for self, assuming responsibility and accountability for successfully completing assignments or tasks.
• Strong verbal and written communicator to report into management level.
• Able to manage several tasks simultaneously, works well under pressure and handles stress appropriately.
• Working knowledge of MS Office products.
• Knowledge of PC architecture, hardware and software.
• Can demonstrate ability to work flexible hours and adapt to changing work schedules, including spending considerable time away from home.
• Full valid passport with no travel restrictions.
• Full valid UK driving license.

Benefits

• Competitive salary.
• Company bonus scheme OTE.
• 25 days holiday allowance + Bank holidays.
• Quarterly company away days.
• Vitality Health Package.
• Cycle to work scheme.
• Free on-site parking.