Customer Technical Support Engineer

Harford Control Ltd; Scotland; Hybrid; GBP 32,000 - 46,000; Full time

Job summary

Harford Control Ltd, a long-established manufacturing information systems provider, seeks a Customer Technical Support Engineer in Scotland. This full-time hybrid role involves diagnosing and resolving software and configuration issues, guiding customers in using Harford's MIS/MES platform, and handling support tickets with clear explanations and timely resolutions.

Daily tasks include troubleshooting shop floor integrations, documenting solutions, and feeding back recurring issues for product

Qualifications

• Diagnose and resolve software and system issues in manufacturing environments.
• Communicate clearly with customers, manage expectations, and build long-term relationships.
• Analyze production processes and propose practical solutions.
• Travel to sites in Scotland and collaborate onsite and remotely in a hybrid setup.
• Explain technical concepts to non-technical stakeholders and document solutions.

Responsibilities

• Respond to support tickets and troubleshoot shop-floor system issues.
• Document solutions and escalate complex problems to engineering teams when needed.
• Assist with implementations and train users on system features.

Skills

Technical support

Customer service

Analytical skills

Hybrid work

Communication skills

Engineering/CS degree

Linux/Windows

Education

Engineering or CS degree

Tools

Linux

Windows

Networks

Databases

Job description

Company Description

Harford Control Ltd is a long-established manufacturing information systems provider, founded in 1976, that helps forward-thinking manufacturers turn data into actionable insight. The company delivers fully integrated shop floor management solutions (MIS/MES) that support high-quality production at sustainable cost. Harford partners with clients to navigate digital transformation, combining smart technology with deep experience in change management and continuous improvement. Its solutions portfolio includes MES, SPC, OEE, Quality Assurance, Laboratory Information Management, Real-Time Visibility, Vision Inspection, and Short Interval Control. The team works collaboratively with customers to streamline production, minimize waste, and drive lasting performance improvements.

Role Description

This full-time Customer Technical Support Engineer role is a hybrid position based in Scotland, United Kingdom, with a mix of on-site work at customer locations and flexible work from home. The role involves providing technical support for Harford's manufacturing software solutions, including diagnosing and resolving system and configuration issues, and guiding customers through effective use of the platform. Day-to-day activities include responding to support tickets, troubleshooting shop floor system integrations, documenting solutions, and escalating complex problems to engineering teams when needed. The Customer Technical Support Engineer will collaborate closely with customers to understand production challenges, deliver clear explanations of technical matters, and contribute to product improvements by feeding back recurring issues and enhancement requests. The role also includes assisting with implementations, training users on system features, and ensuring a high standard of service and customer satisfaction.

Qualifications

• Strong Technical Support and Troubleshooting skills to diagnose, investigate, and resolve software and system issues in manufacturing environments.
• Proven Customer Support and Customer Service skills, with the ability to communicate clearly, manage expectations, and build long-term client relationships.
• Well-developed Analytical Skills to interpret data, understand complex production processes, and propose practical solutions.
• Comfort working in a hybrid setting, with the ability to travel to sites in Scotland and collaborate effectively both in person and remotely.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical stakeholders.
• Relevant technical education (e.g., degree or diploma in engineering, computer science, or a related discipline) or equivalent professional experience.
• Familiarity with Linux, Windows-based environments, networks, databases, and networks is an advantage.