Customer Support Engineer: Troubleshooting & Solutions

Omega; Oxford; On-site; GBP 32,000 - 52,000; Full time

Job summary

Omega is seeking a Customer Support Engineer in Oxford to provide technical support to customers throughout the product lifecycle. You will troubleshoot, repair and respond to enquiries while collaborating with Engineering, Manufacturing, Test and Service teams to ensure excellent customer service.

The role focuses on building strong product understanding and maintaining accurate service records, with opportunities to identify improvements and support business growth.

Qualifications

• Engineering or scientific background required.
• Good mechanical aptitude.
• Experience in a customer support or service environment.
• Basic electrical fault-finding 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.
• Maintain accurate support tickets and service records.
• Raise quotations for chargeable repairs and service work.
• Process support orders within Sage.
• Prepare shipping paperwork and route cards where required.
• Provide technical assistance to Manufacturing, Test and Sales when required.
• Assist with testing systems prior to shipment.

Skills

Mechanical aptitude

Customer support experience

Organisational skills

Electrical fault-finding

Education

Engineering or Scientific background

Job description

Omega is seeking a Customer Support Engineer in Oxford to provide technical support to customers throughout the product lifecycle. You will troubleshoot, repair and respond to enquiries while collaborating with Engineering, Manufacturing, Test and Service teams to ensure excellent customer service.

The role focuses on building strong product understanding and maintaining accurate service records, with opportunities to identify improvements and support business growth.