Service and Support Representative

Hutchison Technologies; Dundee; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Defined Contribution Pension Scheme

32 days paid holiday

Development opportunities

Job summary

Hutchison Technologies Ltd is seeking a Service & Support Representative in Dundee, on-site, for a permanent full-time position. You will be the first point of contact for customers, providing timely support via telephone, email and portals, logging requests and coordinating incidents through to resolution.

You will support Engineers and the Technical Services team, maintaining accurate records and communicating progress to customers while meeting SLAs and quality standards.

Qualifications

• Experience in a customer service, administration or helpdesk environment.
• Excellent communication and interpersonal skills with a professional telephone manner.
• Strong organisational skills and the ability to manage multiple tasks and priorities simultaneously.
• A high level of accuracy and attention to detail.
• Proficiency in Microsoft Office applications, including Outlook, Word and Excel.
• The ability to work effectively in a busy, fast-paced environment.
• Strong customer service skills with a positive and solutions-focused approach.
• The ability to work collaboratively as part of a team while also using initiative when required.

Responsibilities

• Provide first-line customer support and administrative assistance to customers, Engineers and the Technical Services team.
• Log, prioritise and manage incoming customer requests, incidents and service enquiries using the company service management system.
• Provide administrative support to Engineers and the Technical Services team and keep customers informed of progress.
• Coordinate incidents from initial contact through to resolution, escalating where appropriate.
• Update customer portals and internal systems and monitor SLAs.

Skills

Customer service experience

Clear communication

Organisational skills

Attention to detail

Microsoft Office (Outlook, Word, Excel

Multi-tasking

Team player

Problem solving

Tools

Microsoft Office

Job description

Service & Support Representative

Location: Dundee (on site)

Contract: Permanent/Full time

Department:Service Helpdesk

Reports to:Service Desk Team Lead

About the role

The Service & Support Representative provides first-line customer support and administrative assistance to customers, Engineers and the Technical Services team. The role manages customer enquiries, coordinates service requests and maintains accurate records, ensuring incidents are handled efficiently while delivering an exceptional customer experience and meeting agreed service levels.

The Opportunity

As the first point of contact for customers, you will provide professional and timely support through telephone, email and customer portals. You will log, prioritise and manage incoming customer requests, incidents and service enquiries using the company service management system.

You will provide administrative support to Engineers and the Technical Services team, maintain accurate records of customer interactions and correspondence, and keep customers informed of the progress of their requests. You will also liaise with suppliers to source service parts, equipment and other items required to support service delivery.

The role involves updating customer portals and internal systems, monitoring requests against agreed Service Level Agreements (SLAs), and coordinating incidents from initial contact through to resolution, escalating where appropriate. You will work closely with Engineers, Technical Services and other internal departments to support efficient service delivery.

You will provide customers with guidance and general information about Hutchison Technologies' services, while identifying opportunities to improve customer service processes and administrative efficiency. All work should be completed in line with company procedures, quality standards and customer service expectations.

What you’ll need

• Previous experience in a customer service, administration or helpdesk environment.
• Excellent communication and interpersonal skills, with a professional telephone manner.
• Strong organisational skills and the ability to manage multiple tasks and priorities simultaneously.
• A high level of accuracy and attention to detail.
• Proficiency in Microsoft Office applications, including Outlook, Word and Excel.
• The ability to work effectively in a busy, fast-paced environment.
• Strong customer service skills, with a positive and solutions-focused approach.
• The ability to work collaboratively as part of a team while also using initiative when required.

Nice to have – tell us if you have experience in any of the below

• Previous experience using service desk or CRM systems.
• Experience working within a technical, engineering or technology-based business.
• Knowledge of service management processes and Service Level Agreements (SLAs).
• Experience coordinating engineers or field service activities.
• Familiarity with customer portals and supplier management processes.

Personal competencies

• Customer-focused, with a professional and approachable manner.
• Highly organised, with excellent attention to detail.
• Positive, proactive and adaptable.
• A strong team player who works collaboratively across departments.
• Calm and resilient under pressure, with the ability to manage changing priorities.
• Excellent problem-solving skills and a willingness to take ownership of customer enquiries.
• Committed to delivering exceptional service and continuously improving customer satisfaction.

What we offer in return

• Positive, proactive and adaptable.
• A strong team player who works collaboratively across departments.
• Opportunity for development
• Defined Contribution Company Pension Scheme
• 32 days paid holiday

Due to the requirements of this role, we are unable to offer visa sponsorship under the Skilled Worker or any other immigration route. Applications from candidates who require sponsorship to work in the UK cannot be considered.

Hutchison Technologies Ltd is an equal opportunity employer that promotes diversity and is committed to creating an inclusive environment for all employees, including making reasonable adjustments throughout the recruitment process for candidates who require them.