Senior Global Customer Support Engineer (On-Site & Travel)

Kids for the Future; Dudley; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Annual bonus up to 4%

33 days vacation (incl. bank holidays)

Cycle to work scheme

EV car scheme

7% company pension contribution

Job summary

The Senior Customer Support Engineer role at Mitsubishi Electric Iconics Digital Solutions, Inc. focuses on delivering outstanding technical support and on-site assistance to customers.

You will drive rapid ticket resolution, share knowledge to prevent repeated questions, and maintain a proactive, customer-first attitude across the care division. You will provide 24x7 support for paying customers, supported by an on-call rotation, and collaborate with cross-functional teams to improve processes

Qualifications

• Bachelor's degree in a relevant field (e.g., Computer Science, Electrical or Electronics Engineering, Information Technology)
• Experience with Industrial Automation applications including SCADA, MES, large automation systems, or DCS; PLC programming (LD/FBD)
• Experience in database design, SQL queries and procedures
• Knowledge of IoT and edge computing technologies
• Understanding of on-premises, cloud and hybrid software architectures
• Comfortable with customer-facing activities and strong communication skills
• Proficiency with Microsoft Office or related software

Responsibilities

• Pick up unassigned support tickets globally as quickly as possible.
• Create new tickets from queries received via phone or email.
• Manage ticket priorities and customer expectations.
• Resolve issues quickly while ensuring high-quality service.
• Identify common questions and create reusable material for customers and colleagues.
• Suggest process improvements to enhance the customer experience.
• Provide clear, reproducible steps for product issues to engineering.
• Develop knowledge of MEIDS' product roadmap and legacy support moves.
• Continuously learn product functionality and share knowledge with the team.
• Utilize Salesforce to track and report support cases.
• Perform other duties as assigned.

Skills

Industrial Automation

SCADA/MES/DCS

PLC programming

SQL queries

IoT edge computing

Cloud/hybrid software

Customer-facing

Microsoft Office

Education

Bachelor's degree

Tools

Salesforce

Job description

The Senior Customer Support Engineer role at Mitsubishi Electric Iconics Digital Solutions, Inc. focuses on delivering outstanding technical support and on-site assistance to customers.

You will drive rapid ticket resolution, share knowledge to prevent repeated questions, and maintain a proactive, customer-first attitude across the care division. You will provide 24x7 support for paying customers, supported by an on-call rotation, and collaborate with cross-functional teams to improve processes