Technical Helpdesk Support Engineer

Mills CNC Ltd; Royal Leamington Spa; On-site; GBP 25,000 - 35,000; Full time

Job summary

Mills CNC Ltd is seeking a Technical Helpdesk Support Engineer to assist customers with CNC machine issues. The role involves diagnosing problems, scheduling support, and ensuring compliance with safety protocols. Candidates should possess strong communication skills, technical support experience, and IT literacy. An attractive benefits package is offered alongside competitive salary.

Benefits

25 days of annual leave plus Bank Holidays

Life assurance

Private healthcare

Discounts at gyms and retailers

Qualifications

• Experience in a technical field with fault diagnosis required.
• Previous customer support, scheduling, and coordination experience.
• Ability to manage cases and produce reports.

Responsibilities

• Provide first line technical help to customers via phone and email.
• Book engineer visits and identify required parts.
• Log communications using Dynamics 365.

Skills

Excellent communication skills

Customer focused coordination

Self-motivated and proactive

Methodical problem solving

IT literacy

Education

Engineering HNC (desirable)

Tools

Microsoft Office

Dynamics 365

Job description

Mills CNC holds exclusive distribution rights for DN Solutions and Zayer Machine Tools in the UK and Ireland, catering to a diverse range of manufacturing businesses by offering comprehensive CNC machine tools and automation solutions tailored to their specific requirements.

Our machines, including lathes and machining centres, are widely utilized in various manufacturing companies, exemplifying our extensive presence in the industry. Areas of manufacturing covered include:

• Aerospace and defence
• Power generation
• Motorsport
• Oil and gas
• Medical
• Automotive
• Precision component manufacture

At Mills CNC, we take pride in our well-established reputation for delivering exclusive machine tools that are renowned for their quality, reliability, and performance. However, what truly sets us apart is our unwavering commitment to providing unparalleled service support to all our valued customers.

As a Technical Helpdesk Support Engineer you'll provide first line technical help to our customers.

What you’ll be doing:

• Communicating with customers via phone and email to diagnose probable cause of machine issues, and solving problems when possible.
• Booking our engineer visits and identifying where parts may also be required.
• Logging all communications via our Dynamics 365 platform
• Ensuring strict compliance with our internal health and safety protocols and procedures.
• Reviewing engineer reports and sharing information within Mills in line with our Quality Processes.

Who we’re looking for:

• Excellent communication skills
• Customer focused coordinator with previous experience of scheduling
• Self-motivated and proactive mindset, able to manage their own time and workload
• Methodical thinker who can approach problem solving with a fact based and open mindset
• A good level of IT literacy and able to use Microsoft office and D365 or other similar systems.
• Able to manage cases, produce reports and liaise with other departments, engineers, management and customers.

Essential Skills or Qualifications for the role:

• Experience in a technical field where fault diagnosis was required – CNC experience is desirable but other technical fields will be considered
• Previous Customer support, scheduling and coordination experience
• IT Literacy - use of PC software packages such as Microsoft office, D365 or other similar systems
  

Desirable Skills or Qualifications for the role:

• Machine tool knowledge – Other technical fields with transferable skills and experience will be considered
• Engineering HNC and Modern Apprenticeship - or equivalent experience is desirable
• Ability to read mechanical and electrical drawings
• Knowledge of one or more of the following controls: Fanuc / Siemens / Heidenhain

In addition to the standard 25 days of annual leave (plus Bank Holidays) and an attractive salary package, the selected candidate will enjoy a comprehensive range of benefits, such as life assurance, private healthcare, and discounts at renowned gyms and retailers nationwide, among other perks available through our employee benefits scheme.