Technical Support Engineer

Hernshead Recruitment Ltd; England; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading recruitment agency is seeking a Technical Support Engineer for a growing Service & Automation Team. The ideal candidate will have a Mechanical or Electrical Engineering qualification and experience in diagnosing complex technical issues. Responsibilities include providing remote support, managing customer queries, and developing technical documentation. This role suits someone looking to transition into a more office-based, customer-centric position.

Qualifications

• Experience working with specialist machinery.
• Ability to prepare technical documentation.
• Strong problem-solving capabilities.

Responsibilities

• Be the first point of contact for clients experiencing technical issues.
• Provide remote support to customers and field engineers.
• Diagnose faults and recommend corrective actions.

Skills

Problem-solving skills

Understanding of mechanical systems

Understanding of electrical circuits

Proficient in reading technical drawings

Familiarity with ERP and CRM systems

Education

Mechanical or Electrical Engineering Qualification

Job description

My client are looking for a Technical Support Engineer, as a brand-new addition to their growing Service & Automation Team. You will have proven experience as an engineer working with specialist machinery, alongside an ability to prepare technical documentation and be responsible for customer contact.

This role could suit an experienced Commissioning Engineer, with a desire to use their skillset in a more office-based and customer centric environment. Similarly, you might be a Service Manager looking for an opportunity to turn your expertise triaging and diagnosing complex technical issues, without the requirement to directly manage a team of your own. This role will bring together the key aspects of Technical Support; you will be the first point of contact for their clients, triaging technical issues, and providing remote support, whilst also being our subject matter expert, developing technical documentation, and delivering training internally and externally.

Key Responsibilities

• Be the first point of contact for clients experiencing technical issues.
• Provide remote support to customers and field engineers for mechanical, electrical and control systems.
• Provide first line fault diagnostics using PLC remote connections.
• Diagnose faults and recommend corrective actions for special-purpose machinery.
• Handle diverse customer queries through multiple channels including phone calls, emails, portal requests, and live chats.
• Diagnose and resolve technical issues while keeping customers informed throughout the process.
• Manage cases end-to-end from initial logging through to resolution, including escalations when necessary.
• Provide technical support on site to service engineers, when required.
• Provide customer relationship management during installation, maintenance and breakdowns.

Essential Skills & Experience

• Mechanical or Electrical Engineering Qualification and working experience
• Strong understanding of mechanical systems, electrical circuits, and control systems.
• Strong problem-solving skills, with the ability to diagnose complex technical issues
• Proficient in reading technical drawings and schematics.
• Familiarity with ERP and CRM systems.
• Ability to write and review clear, concise technical documentation and knowledge articles.

Desirable Skills & Experience

• Previous experience in a support or service engineering role.
• Exposure to special-purpose machinery (e.g., packaging, robotics, CNC, or bespoke automation).
• Experience with PLCs, HMIs, and automation systems
• Previous experience writing and delivering training