Technical Support Engineer

I Holland; East Midlands; On-site; GBP 26,000 - 31,000; Full time

Job summary

A leading company in tablet punches and dies is seeking a Technical Support Engineer to provide essential advice and support to external agents and customers. The role involves responding to technical enquiries, assisting in training programs, and ensuring customer satisfaction. Travel to customer sites is required, promoting a dynamic work environment.

Benefits

Profit-related pay

Company pension

Cycle to work scheme

Free flu jabs

Free parking

On-site parking

Store discount

Qualifications

• Recognised Engineering qualification (e.g., City & Guilds, HND, HNC) required.
• 2 years industrial engineering experience.
• 2nd language desirable.

Responsibilities

• Provide technical advice and support to customers and agents.
• Respond to and record technical pre-sale product enquiries.
• Assist in developing training programs and technical bulletins.

Skills

Technical Support

Customer Service

Problem Solving

Communication

Education

Certificate of Higher Education

Job description

Technical Support Engineer

Job description
I Holland Limited is the most well-known producer of tablet punches and dies in the world. We have been in business for 75 years and are a true British industrial success. Thousands of customers in over 100 countries rely on us to supply precise tooling solutions based on our decades of experience, research, and engineering know-how.

Job purpose
To provide technical advice and support to our external agents and customers, as well as internal work colleagues and to minimise problems related to our products and services.

Principal duties & responsibilities
Respond to and record technical pre-sale product (PharmaCare and Tooling) enquiries within 24 hours.
Support after-sales enquiries and complaints.
Assist with the organisation with the delivery of a Company induction program for new recruits.
Assist in the development and presentation of training programs for equipment and tooling.
Ensure successful integration of technical information/data, to maintain a professional approach by customer-focused internal personnel
Provide the Marketing Department with technical bulletins and case studies for advertising and promotional activity.
Attend exhibitions and accompany Account Managers/Agents on visits to customers in the role of technical advisor, promoting Customer Support Group knowledge to end users and developing relationships to increase business opportunities
Visit customers globally to complete Warranty and Service Contract work.
Promote and renew Service Contracts for PharmaCare products.
Provide detailed written reports of contacts and visits to customers.
Keep up to date with, and report on, competitor products.
Help to identify new product opportunities through customer discussions and problems.
Help with the development of new products.
Take ownership of customer complaints relating to products and services within your own working areas.
Provide technical support for the purchasing department relating to products within your area of expertise.
Maintaining cost control over supplier pricing and making sure all products are up to date within our ERP System.

Nature and Scope:
Position held will, under the direction of the Research, Development & Quality Systems Manager, provide technical support and advice to all departments as well as external customers and agents. The post holder will often work unsupervised, for example when working off-site. The position will involve travelling to customer sites and therefore, overnight and foreign travel will be required.

Key Performance Indicators:
Reduced customer claims
Increased customer satisfaction
Shared technical knowledge and accessibility
Increase service contract levels

Key performance indicators in line with core values
Customer focus: High responsiveness to requests. Sense of ownership.
Speed of response: Timely completion of all plans, tasks & assignments, both individual & team related.
Pride in what we do: Work consistently exceeds expectations. Interacts with other departments to improve quality of deliverables. Adheres to schedules to deliver a high-quality product.
Continuous improvement: Promotion by taking the initiative to identify issues and providing solutions with the goal of reducing cost and improving performance. Generates and implements multiple beneficial new ideas.
Honesty & integrity: Communications with stakeholders are proactive, professional, and always conducted in a positive way. Extremely trustworthy and dependable.
Positive attitude: Enthusiastic and can-do stance. Demonstrates a positive impact on the business despite challenging conditions. Helps others to remain positive.
Compliance with all policies, procedures, and safety rules & regulations.

Applicants must have a full driving licence and a valid passport, with overnight visits to customers required on some occasions.

Terms and Conditions of Employment
Please note that any offer of employment is contingent upon the following conditions: agreement to a Disclosure and Barring Service (DBS) check, References/Background & Right to Work Documentation checks. The Company may terminate employment without notice if any documentation is unsatisfactory.

Job Type: Full-time

Pay: 26,000.00- 31,000.00 per year

Benefits:
PRP - Profit-related pay
Company pension
Cycle to work scheme
Free flu jabs
Free parking
On-site parking
Store discount

Education:
Certificate of Higher Education (required) - Recognised Engineering qualification eg. City & Guilds, HND, HNC

Experience:
Industrial engineering: 2 years (required)

Language:
2nd language (Desirable)

Willingness to travel:
50% (required)
Work Location: Long Eaton, Nottingham / On the road

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