Product Support Engineer

TN United Kingdom; Bedford; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Product Support Engineer to enhance customer satisfaction through expert technical support and proactive product assistance. This role offers a unique blend of reactive and proactive responsibilities, ensuring customers receive top-notch service while improving their experience with the product lifecycle. With a focus on innovation and quality, this company provides a supportive environment where your contributions can drive significant impact. If you're passionate about technology and customer service, this is the perfect opportunity to make a difference.

Benefits

On-site parking

Salary sacrifice pension from day 1

Free eye test with money towards glasses

Life assurance

Christmas shutdown

Enhanced maternity and paternity pay

Qualifications

• Hands-on experience with electronics or measuring instrumentation.
• Demonstrated ability working within a Quality Management environment.

Responsibilities

• Deliver customer satisfaction by resolving support requests promptly.
• Assist customers with product features via telephone and email.

Skills

Customer Service Experience

Technical Support

IT Skills

Proactive Approach

Strong English Language Skills

Education

Minimum of 4 GCSEs at grade C and above

Technical qualification to ONC standard

Tools

MS Office (especially Excel)

Helpdesk Software

Job description

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We have an excellent opportunity for a Product Support Engineer to join this super manufacturer in Bedford. In this role you will assist the company in achieving its business objectives and revenue targets by delivering professional Product Support.

About the company
Our client is a respected leader in the development, manufacture and supply of occupational health and environmental monitoring instrumentation. With a history dating back to 1799 they have changed significantly over the past 200 years plus, yet they remain perfectly placed to offer reliable, trustworthy and credible solutions for Occupational and Environmental monitoring or noise and dust - with over 40 years of innovation in noise monitoring, and 60 years in dust monitoring.

About the role
As a Product Support Engineer, your role initially is considered to be a 50:50 split between reactive technical support and product support duties; product support duties will consist of proactive support, working on information, testing or activities to improve the customer experience through the product life cycle.

Technical Support

• Deliver customer satisfaction by resolution of support requests in timely manner
• Review, update or introduce new metrics that aid in delivering improved customer satisfaction
• Monitor, report and reduce the number of touch/contact points by Casella employees and customers in order to reach a satisfactory solution
• Take prime responsibility for diagnosing and resolving customer technical/support issues
• Perform field service visits where necessary ensuring all follow up actions are performed and customer is informed of progress at every stage
• Monitor & reduce the demand on the engineering team from post-sales support, agree and define metrics
• Deliver customer support that is second to none, driving increased customer lifetime value (CLV)
• Feedback design, application and product improvement ideas to engineering function
• Maintains a positive, confident and enthusiastic telephone manner with effective use of simple, spoken English
• Maintains audit trails & analysis of all support enquiries
• Promote / increase Casella’s credibility through smart effective support

Product Support

• Answer questions from customers about the features and capabilities of our products, primarily by telephone, email and Helpdesk software
• Assist Area Business Managers (ABM) and International Sales Managers (ISM) and SU’s to meet their objectives for product demonstrations and training
• Assist customers, distributors and SU’s in the effective use of their Casella products through live chat and live over webcam where necessary
• Provide input and/or create material for content; online tutorials and videos, service packs, flow diagrams, processes etc
• Conduct product / software pre-testing from an end user’s perspective and advise internal teams of viewpoints and findings
• Work in cross functional teams through the whole or parts of the NPD process to assist in bringing new products to market

About you
To be successful for the role of Product Support Engineer you must have / be:

• Minimum of 4 GCSE’s (or equivalent) at grade C and above including Maths and English.
• Technical qualification to ONC standard or equivalent
• Customer Service Experience
• Experience of dealing directly with customers by telephone and email
• IT skills with excellent knowledge of MSOffice especially Excel
• Demonstrated ability working within a Quality Management environment
• Hands on experience with electronics or measuring instrumentation such as: Pressure, flow, temperature, Noise
• Strong English language skills, written and spoken word
• Good telephone manner
• Proactive, organised approach
• Able to prioritise work load efficiently
• Ability to multi-task and deliver on competing demands
• Able to use own initiative
• Team Player
• Energetic and enthusiastic

About the hours & rewards
For the role of Product Support Engineer your hours of work will be Monday to Thursday 8.30am to 4.30pm and Friday 8.30am to 4pm with a 30-minute lunch break.

There is a salary on offer of £25,000 to £35,000 per annum plus you will receive:

• On-site parking
• Salary sacrifice pension from day 1
• Free eye test with money towards glasses
• Life assurance
• Christmas shutdown
• Enhanced maternity and paternity pay
• Site based role, with hybrid working opportunity