Technical Support Engineer

Dematic; Stockport; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Technical Support Engineer to join their dynamic team in Stockport. This role involves ensuring effective incident management, providing exceptional customer support, and collaborating with colleagues to resolve technical issues efficiently. The company offers a competitive salary, comprehensive benefits, and opportunities for career development in a supportive environment. If you are passionate about technology and customer service, this is a fantastic opportunity to grow your career in a global organization.

Benefits

Competitive salary based on experience

Incentive scheme for performance

Generous pension contributions

25 days holiday plus bank holidays

Private health scheme

Life assurance

Access to a gym on campus

Qualifications

• Excellent command of English, both spoken and written.
• Experience in a customer-facing role with a focus on improvement.
• Ability to work shifts and adhere to processes.

Responsibilities

• Log and assign incidents accurately, ensuring timely updates.
• Communicate with customers to understand and resolve issues.
• Work with colleagues to ensure prompt incident resolution.

Skills

English Language Proficiency

Team Collaboration

Incident Management Tools

Customer Service Experience

Technical Problem Solving

Education

Higher Education in Engineering or Computing

ITIL Certification

Tools

Incident Management Software

Job description

Dematic Stockport, England, United Kingdom

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Dematic Stockport, England, United Kingdom

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Dematic designs, builds, and supports intelligent automated solutions empowering and sustaining the future of commerce for its customers in manufacturing, warehousing, and distribution. With research and development engineering centres, manufacturing facilities, and service centres located in more than 26 countries, the Dematic global network of over 10,000 employees has helped achieve successful customer installations for some of the world’s leading brands. Headquartered in Atlanta, Dematic is a member of KION Group, one of the world’s leading suppliers of industrial trucks and supply chain solutions.

What We Offer

Career Development

Competitive Compensation And Benefits

Pay Transparency

Global Opportunities

Learn More Here: https://www.dematic.com/en-us/about/careers/what-we-offer/

Tasks And Qualifications

MAIN JOB OBJECTIVES

• Ensure reported incidents are correctly logged and assigned, and accurately updated as the resolution progresses
• Initiate investigations into relevant incidents
• Communicate with the customer to understand the underlying issue(s) and provide timely feedback
• Work proactively with colleagues across the team to ensure prompt resolution of each incident within agreed SLA timescales.
• Provide support to colleagues through knowledge sharing and promoting knowledge sharing initiatives
  
  

Required Skills

• An excellent command of the English language (both spoken and written)
• A team player with a desire for continuous improvement and able to accept constructive feedback in a busy working environment
• Able to adhere to current processes with an open mind
• Able to work shifts including night and weekends with a flexible approach
• Familiarity with the use of incident management and reporting tools
• Demonstrable detailed experience working in a customer facing role
  
  

Desired Skills

• A knowledge of ITIL processes, and ideally ITIL certified
• While you will be educated and supported on the job, an inherent aptitude to technical problem solving
• A willingness to visit customers’ sites to gain a deeper understanding of applications
• A strong software engineering or computing background
• Experience with working in the Information Technology industry
• Further/higher education qualifications preferably in an engineering discipline and/or computing
  
  

Benefits

• Competitive salary- based on level of experience and expertise
• Incentive scheme designed to reward individual contribution and performance
• Group Personal Pension scheme with generous Company contributions and made by salary exchange
• Holidays - 25 days plus bank holidays
• Private Health scheme (non-contributory for employees)
• Life assurance
• Working at a newly refurbished campus which includes a gym for staff with full showering facilities

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Transportation, Logistics, Supply Chain and Storage

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