Technical Support Engineer

Precision People; East Boldon; On-site; GBP 29,000 - 32,000; Full time

Job summary

A specialist machinery company in the United Kingdom is seeking a Technical Support Engineer to provide comprehensive office-based support. In this role, you'll troubleshoot customer issues and conduct diagnostics on laser engraving machines. Candidates should have a strong IT background and excellent problem-solving skills. The position offers a salary of £29,000-£32,000 depending on experience, along with extensive training and personal development opportunities.

Benefits

33 Days Holidays

Specialist Training

Company Pension Scheme

Qualifications

• Background in tech support within IT, engineering, or manufacturing sectors is preferred.
• Strong knowledge of remote desktop tools is essential.
• Must be willing to travel for product training.

Responsibilities

• Provide technical support to customers via telephone, email, and TeamViewer.
• Conduct upgrades, diagnose, and resolve issues with customer machines.
• Prepare quotations for consumable and spare parts.
• Liaise with other departments to ensure maximum customer satisfaction.

Skills

IT background

Analytical skills

CRM system proficiency

Problem-solving skills

Tools

Salesforce

SAP

Remote desktop tools

Job description

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Technical Support Engineer

Location: NE36 0PQ

Role: 100% Office-based

Shift: Day Shifts Monday-Friday

Starting Salary: £29,000 per annum

Benefits: 33 Days Holidays, Specialist Training

Do you have a background in tech support within the IT, engineering, or manufacturing sectors? If so, this new Technical Support Engineer position could be the perfect next step for you.

My client is looking to recruit a highly motivated and technically skilled Service Support Engineer to provide technical support for their specialist laser engraving machinery. This role will be responsible for troubleshooting customer issues, providing technical guidance, and ensuring optimal system performance.

The Role - Technical Support Engineer:

• Deliver prompt and comprehensive technical support to customers via telephone, email, and TeamViewer through our CRM system (Salesforce).
• Conduct upgrades, diagnose, and resolve issues with customer machines, ensuring optimal performance and functionality.
• Prepare and generate quotations for consumable parts, spare parts, servicing, and repair work through SAP and CRM system, ensuring accurate and timely communication with customers.
• Organize and support a team of field-based engineers.
• Liaise with other departments to ensure maximum customer satisfaction during machine installations and service visits.
• Provide in-depth documentation for cases that require escalation.
• Ensure thorough and detailed information is available for effective troubleshooting and resolution.
• Support the installation and commissioning of laser engraving machines at customer sites.
• Install and configure software for end users.
• Ensure customer cases are resolved quickly and efficiently.

The Right Person:

• Has a strong IT and network background.
• Strong working knowledge of remote desktop tools.
• Excellent problem-solving and analytical skills.
• Proficient in using a CRM system for caseload management or similar.
• Happy to work in a fully office-based role.
• Must be commutable to NE35 postcode daily and have own vehicle.
• Holds a full UK driving licence.
• Willing to travel for product training.

Salary/Package:

• Salary £29,000-£32,000 DOE
• Extensive training and personal development
• Day shifts: Monday to Friday, 9am-5pm
• Full company product training
• 25 days holiday plus statutory bank holidays
• Company Pension Scheme