Helpdesk Team Lead

MP Dungannon-GBR; Dungannon; On-site; GBP 45,000 - 60,000; Full time

Job summary

Terex Corporation is seeking a Lead Helpdesk Engineer to support the dealership network through the Online Helpdesk. You will resolve technical issues swiftly, log and track progress, and generate clear technical reports for the Technical Support Manager.

You will collaborate with Marketing, Sales, Engineering, and Quality teams, identify learning needs, and participate in forums and warranty discussions to drive product improvement.

Qualifications

• Solid practical experience in Material Processing Industry business, Crushing & Screening.
• Proven Troubleshooting and creative problem-solving skills.
• Excellent written and verbal communication skills.
• GCSE English and Maths.
• Computer and AI literate – able to use Microsoft Office, especially Excel.
• Ability to organise and prioritise workload.
• Self-motivated.

Responsibilities

• Provide technical support to Terex Dealers & Field Service via the Helpdesk to enable swift resolution of issues.
• Log and track all issues with timely feedback to Dealers.
• Generate technical reports detailing faults and repair methods for in-field clarity.
• Coordinate with Marketing, Sales, Engineering, Quality and Electrical teams.
• Attend Quality & Technical Forums and support warranty discussions.
• Identify learning needs and assist dealer training.
• Attend events or conferences to support service and organisational development.

Skills

Troubleshooting

Creative Problem-Solving

Communication skills

Organising workload

Self-Motivated

Cross-level communication

Industry experience (Crushing & 0)

Education

GCSE English and Maths

Tools

Microsoft Office

Excel

Job description

Job Description: The Lead Helpdesk Engineer will be involved in a broad sum of diverse activities performed in the interest of delivering and supporting the dealership network via the Online Helpdesk. They will establish strong links with Dealers globally.

Main Duties & Responsibilities

• Provide technical support to Terex Dealers & Field Service support alike, over the Automated Helpdesk & Call Centre System too enable swift resolution of technical issues.
• Provide accurate feedback to Dealers promptly.
• Ensure proper logging of all issues.
• Keep track of Dealer issues until they are resolved by adhering to the agreed timelines.
• Prioritize and manage the Helpdesk issues based on Timeline, Important, Dealer.
• Generate technical reports for the Technical Support Manager detailing the fault(s) found & repair method utilised to ensure in-field issues are clearly understood by providing all necessary information on those issues.
• Work with all internal groups, including, Marketing, Sales, Engineering, Product management Quality, Electrical.
• Identify Dealer learning & development needs.
• Tracking/Creating call log for each month.
• Working with Warranty Team relating to Technical Dealer claim details.
• Promote ideas for product enhancements or feasible cost reductions identified while dealing with Dealer Technical Issues.
• Attend Quality & Technical Forums.

Additional Duties

• Work flexibly to meet the needs of the department
• Support Field Service & Training Departments, as required.
• Undertake additional activities such as attendance at events or conferences and involvement in project groups to further individual, service and organisational development

Experience & Qualifications

• Solid practical experience in Material Processing Industry business, Crushing & Screening segment.
• Comprehensive Industry Knowledge, with proven Troubleshooting, Creative Problem-Solving skills.
• Excellent written and verbal communication skills.
• GSCE English and Maths.
• Computer and AI Literate – Able to use Microsoft Office systems especially Excel.
• Ability to organise and prioritise workload.
• Self-Motivated.

Desirable

• Experience in a Technical or Engineering Environment.
• Ability to communicate across all levels of the business
• A level of drive is required to persevere when all information is not clear or directly at hand.

This above description is non-exhaustive and there may be additional duties in accordance with the role.

Terex Overview

Terex Corporation is a global leader in specialized equipment solutions, serving essential sectors such as emergency services, waste and recycling, utilities, and construction. Our diversified portfolio positions us in resilient, high-demand markets with strong long-term growth potential. We design and manufacture advanced specialty vehicles—including fire, ambulance, and recreational vehicles—alongside waste collection vehicles, materials processing machinery, mobile elevating work platforms, and equipment for the electric utility industry. Through our global dealer, parts and service network and true value-creating digital solutions, we deliver best-in-class lifecycle support, helping customers maximize return on investment. With a strong manufacturing footprint in the United States and operations across Europe, India, and Asia Pacific, Terex combines global reach with local expertise to capture opportunities worldwide. Our strategy is clear: exceed customer expectations, invest in innovation, leverage our diversified portfolio, and deliver consistent, profitable growth for our shareholders. For more information, please visit www.terex.com.

Additional Information

We see inclusion as a key to our success and are committed to actively foster a culture where every team member feels valued, listened to, and appreciated. We are committed to being fair and impartial in our decisions, ensuring equity within our workplace. As an Equal Opportunity Employer, employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability or other characteristics protected by law.

Terex Purpose Video Terex Careers Video Terex Early Talent Video Terex Corporation is a global leader in specialized equipment solutions, serving essential sectors such as emergency services, waste and recycling, utilities, and construction. Our diversified portfolio positions us in resilient, high-Demand markets with strong long-term growth potential. We design and manufacture advanced specialty vehicles—including fire, ambulance, and recreational vehicles—alongside waste collection vehicles, materials processing machinery, mobile elevating work platforms, and equipment for the electric utility industry. Through our global dealer, parts and service network and true value-creating digital solutions, we deliver best-in-class lifecycle support, helping customers maximize return on investment. For more information, please visit www.terex.com.