Technical Support Engineer

BIOHY; Farnell; On-site; GBP 30,000 - 45,000; Full time

Job summary

A global high-service distributor of technology products is seeking a Technical Support Specialist in Farnell, Scotland. This role involves providing technical support, interacting with customers across various platforms, and collaborating with the sales team to enhance customer satisfaction. Candidates should have a Bachelor’s degree in Electrical or Electronics Engineering, with over 3 years of relevant experience and strong communication skills. Familiarity with CRM tools is a plus.

Qualifications

• Proven experience in the electronics industry.
• Ability to explain complex technical concepts to non-technical customers.
• Commitment to providing top-notch technical support.

Responsibilities

• Provide expert technical assistance to customers.
• Interact with customers via email, phone, and live chat.
• Collaborate with the inside sales team.
• Document customer interactions and solutions.
• Analyze technical challenges and resolve customer issues.

Skills

Technical acumen

Customer interaction

Problem-solving

Communication skills

Education

Bachelor's degree in Electrical/Electronics Engineering

Tools

CRM software

Job description

Farnell, an Avnet company, is a global high-service distributor of technology products, services and solutions for electronic system design, maintenance and repair.

Job Summary

Identifies opportunities for business expansion in support of the customer sales strategy for supplier offerings. Develops and maintains the business relationship by providing solutions for the company and its defined supplier(s) in a product line, to achieve the identified strategy and business financial objectives.

Key Responsibilities

• Technical Support: Provide expert technical assistance to customers, answering inquiries, troubleshooting issues, and offering solutions related to our electronics components.
• Customer Interaction: Interact with customers via email, phone, and live chat to address their technical inquiries, product specifications, and application-related questions.
• Product Knowledge: Maintain an up-to-date understanding of our product catalog, features, and applications to effectively communicate and provide solutions to customers. Products included but not limited to Passives, Semiconductors (Discrete and ICs), Connectors and cables, Electromechanical products, power supplies and circuit protection, test and Measurements, Opto-Electronics, etc.
• Inside Sales Support: Collaborate with the inside sales team to assist in identifying customer needs, recommending products, and ensuring customer satisfaction throughout the sales process.
• Documentation: Document customer interactions and technical solutions, contributing to a knowledge database for reference and training purposes.
• Problem Solving: Analyze technical challenges and collaborate with cross-functional teams to resolve customer issues effectively and efficiently.
• Product Improvement: Provide feedback and insights on customer experiences and needs to contribute to product improvements and development.

Qualifications

Bachelor’s degree in Electrical Engineering, Electronics Engineering, or a related field. Proven experience in the electronics industry, including knowledge of electronic components and their applications. Strong technical acumen, with the ability to understand and explain complex technical concepts to non-technical customers. Excellent communication skills, both written and verbal, with a professional and customer-centric approach. Ability to work independently, prioritize tasks, and manage multiple customer inquiries simultaneously. Familiarity with CRM software and other relevant tools for tracking and managing customer interactions (Added advantage) Problem-solving skills and a commitment to providing top-notch technical support to customers.

Work Experience

• Typically, 3+ years with a bachelor’s or equivalent.

Shift timings

• EMEA shift hours (1 PM to 10 PM).

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.