Product Support Specialist

Pertemps Dudley West Brom Perms; Kingswinford; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in Kingswinford seeks a Product Support Specialist for an office-based role. The position involves managing technical solutions, providing on-site support, and facilitating training for clients within the UK and Ireland. Candidates should hold GCSEs in relevant subjects and have experience in customer-facing environments, with competencies in fault-finding and communication skills.

Benefits

Full product support and training

Excellent remuneration package

Qualifications

• Experience in fault finding vending equipment and customer-facing roles is essential.
• GCSEs in electrical/mechanical disciplines required.
• Experience in delivering training on vending equipment is preferred.

Responsibilities

• Provide on-site technical support and maintain customer relations.
• Assist in training courses and manage technical installations.
• Coordinate effectively with the Technical Manager and team.

Skills

Knowledge of electro/mechanical vending

Fault finding and correction

Effective communication

Proficiency in Microsoft Office

Planning and organisation skills

Education

5 GCSEs grades A-C

Tools

Help Desk System (Salesforce)

Technical Database (Salesforce)

Job description

We are recruiting a Product Support Specialist to work for a leading company based in Kingswinford. This is an office-based role. You will report into the Technical Manager.

You will be responsible for the management of technical solutions, installation assistance, and field support to nominated accounts within a defined geographical region within the UK and Ireland.

Main Responsibilities

• Provide on-site technical support to our client base, offering positive solutions to technical issues within a given time scale.
• Maximise assistance to clients by prioritising visits correctly (coordinating diaries with the Technical Manager) and completing/distributing all relevant visit reports.
• Maintain good customer relations by presenting a professional, efficient, and helpful service.
• Assist in the preparation and presentation of technical training courses and exhibitions when required.
• Provide onsite training for engineers and operators as directed by the Technical Manager.
• Assist in staffing the Technical Help Desk when directed by the Technical Manager.
• Provide cover for the absence of other Technical Staff as directed by the Technical Manager.
• Ensure each nominated account receives appropriate technical support.
• Ensure all personal expenditure complies with company policy.
• Inform the Sales Director of competitor product/price comparisons and technical activities for competitor analysis.
• Regularly review and update the client database to create a market-specific mailing list for future technical communications.
• Attend regular reviews with the Technical Manager to identify training needs, set SMART objectives, and plan personal development.
• Contact key customers regularly to ensure satisfaction with the company's services.
• Perform any other duties as requested by the Technical Manager.

Academic Qualifications/Experience

5 GCSEs grades A-C with proven skills in electrical/mechanical disciplines. Previous experience in fault finding vending equipment and working in a customer-facing environment is essential.

Required Competencies

• Knowledge of electro/mechanical vending / HoReCa equipment.
• Fault finding and correction of vending / HoReCa equipment.
• Knowledge of H&S relating to installation and maintenance of vending / HoReCa equipment.
• Ability to communicate effectively with customers at all levels.
• Experience in delivering effective training on vending / HoReCa equipment.
• Good communication with internal departments.
• Proficiency in Microsoft Office applications, including Excel and PowerPoint.
• Experience with Help Desk System (Salesforce).
• Knowledge of Technical Database (Salesforce).
• Planning and organisation skills.
• Good time management.

In return, we will provide full product support and training, the opportunity to work for a highly stable company, and an excellent remuneration package.