Help Desk Engineer

TRUMPF; Luton; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A high-tech company in Luton is seeking a Customer Support Engineer to provide technical support and handle customer inquiries. You will manage helpdesk calls, coordinate with engineers, and ensure effective communication with customers. Ideal candidates should have experience in technical assistance, strong communication skills, and a customer-oriented mindset. The role offers a full-time position with the possibility of hybrid working after the probationary period.

Benefits

Overtime pay rates

Tools and equipment provided

Qualifications

• Experience in customer support or technical assistance.
• Ability to diagnose and resolve technical issues.
• Strong communication skills.

Responsibilities

• Provide diagnosis for helpdesk calls.
• Handle spare parts inquiries.
• Communicate with customers during site visits.
• Ensure correct engineers are allocated for jobs.

Skills

Customer orientated

Good time management

Self-motivation

Job description

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As a family-run, high-tech company with nearly 19,000 employees at 71 locations worldwide, we are looking for forward thinkers with unconventional ideas and drive to join our team. Our company culture, which values collaboration and mutual trust, creates the ideal framework for boldly trying new things and questioning the status quo. Our technologies inspire people to develop and produce things that are currently unimaginable. Whether lasers, machine tools, EUV or electronics - TRUMPF is building technological worlds for future generations. Are you ready for new challenges?

To provide front line response to the customer, ensuring prompt and clear remote support across the product portfolio described by TRUMPF Group as MT Laser (including LT TruLaser Cell) products.

The task is to support the customer from the start of the case logging until the fault/issue has been rectified.

The team consists of approximately six engineers.

Responsibilities:

• Full diagnosis of all helpdesk calls
• Handle spare parts inquiries
• Find part numbers for customer orders
• Technical support for engineers on the road
• Scheduling of engineers
• Communicate with customers regarding visiting their sites
• RAMS (risk assessment mission statement)
• Ensure that the right engineer is allocated to the job (qualifications, tool assessment)
• Closing of cases
• Escalate complaints to the right person
• Fix machines on showroom floor
• Liaise with engineers

Behaviours:

• Target driven with a focused attitude and self-motivation
• Customer orientated whilst understanding the company needs
• Good time management
• Act and behave in line with the guiding principles of the TRUMPF Group
• Be presentable at all times and act in a polite manner

Working hours:

• 39 hours per week Monday - Friday
• At least five weekends per year will be worked
• TRUMPF supplies all tools & equipment

Overtime - Monday to Friday flat rate – Saturdays is 1.5 and Sundays is 2.0

Full-time office based during probationary period, with option of moving to Hybrid working (Monday and Friday from home) following completion of probationary period