Customer Support Engineer

Omega Resource Group; Witney; On-site; GBP 20,000 - 33,000; Full time

Job summary

Omega Resource Group is seeking a Customer Support Engineer to provide technical support to customers and assist with service activities across the product lifecycle, including troubleshooting, repairs and technical enquiries.

You will work closely with Engineering, Manufacturing, Test and Service teams to deliver excellent customer service, develop product knowledge and maintain accurate service records for timely resolutions.

Qualifications

• Engineering or scientific background.
• A Levels, apprenticeship or equivalent engineering qualification. (desirable)
• Good mechanical aptitude.
• Experience in a customer support or service environment.
• Basic electrical fault-finding skills.
• Good computer literacy.
• Excellent communication skills.
• Strong organisational skills.

Responsibilities

• Respond to customer support enquiries via telephone, email and video calls.
• Assist customers with technical fault finding and product operation.
• Keep customers informed of progress and expected resolution times.
• Escalate complex technical issues to senior engineers where appropriate.
• Provide professional and courteous customer service at all times.
• Assist in diagnosing mechanical and electrical faults.
• Support customers through structured troubleshooting procedures.
• Record faults and corrective actions accurately.
• Develop technical knowledge of products.
• Maintain accurate support tickets and service records.
• Record labour, parts used and resolution details.
• Raise quotations for chargeable repairs and service work.
• Process support orders within Sage.
• Prepare shipping paperwork and route cards where required.
• Help maintain troubleshooting guides and technical documentation.
• Record recurring faults and report trends to the Support Manager.
• Suggest improvements to products, documentation and support processes.
• Assist with maintaining the technical knowledge database.
• Provide technical assistance to Manufacturing, Test and Sales when required.
• Assist with testing systems prior to shipment.
• Assist with software testing where required (no programming experience necessary).
• Follow up customers after service work has been completed.
• Collect customer feedback.
• Identify opportunities for service work or product upgrades and pass them to the Support Manager or Sales team.

Skills

Mechanical aptitude

Customer support experience

Electrical fault-finding

Computer literacy

Communication skills

Organisational skills

Engineering background

Education

A Levels / apprenticeship or equivalent

Job description

Job Title:Customer Support Engineer

Location:Whitney

Salary:£30,000 - £33,000

Hours:8am-4:40pm Mon – Thurs / 8am-1pm Fri

Role Purpose

The Customer Support Engineer provides technical support to customers and assists with service activities throughout the product lifecycle. The role supports customers with troubleshooting, repairs and technical enquiries while working closely with Engineering, Manufacturing, Test and Service teams to deliver excellent customer service.

The successful candidate will develop a strong product understanding and contribute to improving customer satisfaction by providing timely technical assistance and maintaining accurate service records.

Key Responsibilities

Customer Support

• Respond to customer support enquiries via telephone, email and video calls.
• Assist customers with technical fault finding and product operation.
• Keep customers informed of progress and expected resolution times.
• Escalate complex technical issues to senior engineers where appropriate.
• Provide professional and courteous customer service at all times.

Technical Support

• Assist in diagnosing mechanical and electrical faults.
• Support customers through structured troubleshooting procedures.
• Recommend replacement parts and repair options.
• Record faults and corrective actions accurately.
• Develop technical knowledge of products.

Service Administration

• Maintain accurate support tickets and service records.
• Record labour, parts used and resolution details.
• Raise quotations for chargeable repairs and service work.
• Process support orders within Sage.
• Prepare shipping paperwork and route cards where required.

Continuous Improvement

• Help maintain troubleshooting guides and technical documentation.
• Record recurring faults and report trends to the Support Manager.
• Suggest improvements to products, documentation and support processes.
• Assist with maintaining the technical knowledge database.

Product Support

• Provide technical assistance to Manufacturing, Test and Sales when required.
• Assist with testing systems prior to shipment.
• Assist with software testing where required (no programming experience necessary).

Customer Care

• Follow up customers after service work has been completed.
• Collect customer feedback.
• Identify opportunities for service work or product upgrades and pass them to the Support Manager or Sales team.

Qualifications & Experience

• Engineering or Scientific background.
• A Levels, apprenticeship or equivalent engineering qualification. (desirable)
• Good mechanical aptitude.
• Experience in a customer support or service environment.
• Basic electrical fault-finding skills.
• Good computer literacy.
• Excellent communication skills.
• Strong organisational skills.