Product Support Specialist

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We have an excellent opportunity for a competent and ‘hands on’ Product Support Specialist to join this global leader in the manufacture and supply of occupational hygiene and environmental monitoring equipment in Kempston, Bedford.

About the company
Our client is dedicated to reducing occupational and environmental health risks through effective monitoring solutions and have been providing precision instrumentation since 1799 and supplied eminent figures, including Charles Darwin, with instrumentation for exploration and scientific work. They offer smart solutions for monitoring noise, dust and vibration while continuing innovation ensures the next generation have the latest technology and expertise to aid health risk measurement.

About the role
As a Product Support Specialist, you will support the company in achieving its business objectives by delivering professional Product Support via a flexible 50:50 split between reactive technical support and product support duties and your key responsibilities will include:

Technical Support

• Deliver customer satisfaction by resolution of support requests
• Review, update or introduce new metrics that aid in delivering improved customer satisfaction
• Monitor, report and reduce the number of touch/contact points by 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
• Maintain a positive, confident and enthusiastic telephone manner with effective use of proficient spoken English
• Maintain audit trails & analysis of all support enquiries
• Promote / increase company credibility through smart effective support

Product Support

• Answer questions from customers about the features and capabilities of 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 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

Common Elements

• Respond to technical enquiries ensuring that any problems presented are resolved to their satisfaction
• Report on companywide product performance including log & analyse bug reports
• Report on trends and common issues to product management and sales functions
• Maintain an up to date and comprehensive knowledge of the Company’s products and services
• Facilitate effective, efficient and appropriate responses to all incoming enquiries, thereby assisting Sales and Marketing managers and staff in meeting all customer service requirements
• Lever every opportunity to upsell customers to latest products
• Build and maintain harmonious working relationships and effective communication with colleagues across all departments in particular sales, customer service and engineering teams

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

• 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 and able to prioritise workload efficiently
• Ability to multi-task and deliver on competing demands
• Effective problem solver and able to use own initiative
• Team Player and effective communicator
• Energetic and enthusiastic
• The ability to work collaboratively as a team member
• Pro-active, self-motivated attitude to research and learning

About the salary and benefits
As aProduct Support Specialist, you will receive a competitive salary plus:

• On-site parking
• Easily accessible via A1 and M1 motorways
• 25 days (rising to 27) holiday each year plus bank holidays
• Salary sacrifice pension from day 1
• Free eye test with money towards glasses