Technical Support Engineer

2M Employment Solutions Limited; Long Eaton; On-site; GBP 26,000 - 31,000; Full time

Job summary

A leading British company is looking for a Technical Support Engineer to provide expert advice and customer support, ensuring high levels of satisfaction. The role involves responding to technical inquiries, developing training programs, and maintaining professional relationships with customers. Candidates must have a recognized engineering qualification and be willing to travel. Job offers a full-time salary ranging from £26,000 to £31,000 with various benefits including profit-related pay and pension.

Benefits

Profit-related pay

Pension

Cycle scheme

Free flu jabs

Parking

Store discount

Qualifications

• At least 2 years industrial engineering experience.
• Full driving license and valid passport required.
• Willingness to travel 50% of the time.

Responsibilities

• Respond to technical pre-sale product inquiries within 24 hours.
• Develop and deliver training programs for equipment and tooling.
• Visit customers globally for warranty and service contract work.

Skills

Technical Support

Customer Engagement

Problem Solving

Education

Recognized engineering qualification (e.g., City & Guilds, HND, HNC)

Job description

Technical Support Engineer

Company Overview:
Holland Limited is a renowned producer of tablet punches and dies globally. With over 75 years in business, we are a leading British industrial company trusted by thousands of customers in over 100 countries for our precise tooling solutions, backed by decades of experience, research, and engineering expertise.

Job Purpose:
To provide technical advice and support to external agents, customers, and internal colleagues, aiming to minimize problems related to our products and services.

Principal Duties & Responsibilities:

• Respond to and record technical pre-sale product inquiries (PharmaCare and Tooling) within 24 hours.
• Support after-sales inquiries and handle complaints.
• Assist in organizing and delivering induction programs for new recruits.
• Develop and present training programs for equipment and tooling.
• Ensure effective integration of technical information to maintain a professional approach with customer-focused internal personnel.
• Provide technical bulletins and case studies to the Marketing Department for advertising and promotional activities.
• Attend exhibitions and accompany Account Managers/Agents on customer visits as a technical advisor, promoting our Customer Support Group knowledge and developing business relationships.
• Visit customers globally to complete warranty and service contract work.
• Promote and renew Service Contracts for PharmaCare products.
• Provide detailed reports of customer contacts and visits.
• Stay updated on competitor products and report findings.
• Identify new product opportunities through customer discussions and problem-solving.
• Assist in the development of new products.
• Own customer complaints related to products and services within your area.
• Support the purchasing department with technical expertise on products.
• Maintain cost control over supplier pricing and ensure all products are up-to-date in our ERP system.

Nature and Scope:
Under the direction of the Research, Development & Quality Systems Manager, provide technical support to all departments and external customers. The role often requires unsupervised work, including off-site tasks and travel to customer locations, with overnight and international travel involved.

Key Performance Indicators:

• Reduced customer claims
• Increased customer satisfaction
• Shared technical knowledge and accessibility
• Increased service contract levels

Core Values KPIs:

• Customer focus: responsiveness and ownership
• Speed of response: timely task completion
• Pride in work: exceeding expectations and collaboration
• Continuous improvement: initiative and innovation
• Honesty & integrity: professional communication and trustworthiness
• Positive attitude: enthusiasm and resilience
• Compliance with policies, procedures, and safety regulations

Applicants must have a full driving license and a valid passport, with occasional overnight travel to customers.

Terms and Conditions of Employment:
Employment is contingent upon DBS check, references, background, and right to work documentation. Unsatisfactory documentation can lead to termination without notice.

Job Details:

• Type: Full-time
• Salary: £26,000 - £31,000 per year
• Benefits: Profit-related pay, pension, cycle scheme, free flu jabs, parking, store discount

Qualifications & Experience:

• Recognized engineering qualification (e.g., City & Guilds, HND, HNC)
• At least 2 years industrial engineering experience
• Willingness to travel 50%

Location: Long Eaton, Nottingham / On the road

Application: Click 'Apply' to submit your CV.