Technical Support Level 3 (m/f/d) Customer Support

Faro UK; Nottingham; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

An imaging company is seeking a Technical Support Level 3 based in Nottingham, UK. This hybrid role involves responding to customer inquiries and providing technical support for hardware and software products. Candidates should have a strong technical background, excellent communication skills, and experience in a technical service environment. The position offers a flexible work schedule and attractive benefits, including a pension scheme and opportunities for remote work.

Benefits

Pension scheme with employer contribution

Flexible working hours

Opportunities to work from home

25 days paid vacation

Free drinks (Coffee/Tea)

Qualifications

• Technical background and further education required.
• Experience in a technical service-oriented organization.
• Knowledge of process management and project management.

Responsibilities

• Respond to customer inquiries regarding hardware and software products.
• Provide technical support and troubleshooting solutions.
• Manage incidents, product defects, and case escalations.

Skills

Service-oriented mindset

Strong communication skills

Troubleshooting

Education

University degree in engineering

Job description

Technical Support Level 3 (m/f/d) Customer Support page is loaded

Technical Support Level 3 (m/f/d) Customer Support

Apply locations Nottingham, UK time type Full time posted on Posted 9 Days Ago job requisition id R7649

FARO is an imaging company - and animagining company.We envision a better, more insightful, and more powerful world realized through digital 3D means and measurement technologies.Right from the start, we have helped our customers make better decisions - faster and more accurately than anyone else in the industry.

We work with the largest companies on the planet to provide the solutions that enable them to overcome their most pressing industry challenges. In aerospace and automotive, we work with firms like SpaceX, NASA, Tesla and Volvo among others. In the construction industry, we work with the largest builders to scan and design astonishing projects. For public safety professionals, our forensics scanning tools solve crimes and document scenes with high tech gear you probably see on CSI and in the movies!

We believe that if it can be dreamed it can also be measured.And if it can be measured, it can also be realized.

We are seeking an Technical Support Level 3 (m/f/d) Customer Support, located in the United Kingdom, in Nottingham.This is considered a hybrid role, requiring 2 days in the office per week.

How you will make a difference @ FARO

• Respond to both internal and external customer inquiries related to the organization’s hardware and software products
• Provide technical support, basic guidance, extended troubleshooting and solutions or answers as listed in the guidelines
• Manage incidents, product defects, software license and case escalations
• Maintain detailed notes and documentation for each support incident and customer related information in the ticketing system
• Research, diagnose, and troubleshoot solutions to resolve system issues
• Escalate internally, when necessary, to other departments (Level 4 Engineering, Product Management, Engineering or Account Management)
• Closely cooperate with the other support level teams to ensure an excellent Customer Experience along the Support Chain
• Take lead on escalated customer related issues or small projects derived from that cases
• Actively provide input to process improvements and support the development of new processes

This position requires

• Technical background (apprenticeship and further education is a must; university degree in engineering is highly preferred)
• Demonstrated work experience in a technical service-oriented organization
• Process management (reengineering) and project management knowledge
• Demonstrate strong organizational business process flow knowledge

• Strong service-oriented mindset
• Strong communications skills
• Fluent in English
• E xperience supporting the AEC (Architecture, Engineering, and Construction) sector or a background in surveying would be considered desirable.

FARO offers

• Pension scheme with Employer contribution

• Flexible working 37,5 hours per week

• Opportunities to work from home

• 25 days paid vacation leave + Public Holidays

• Fruit at office

• Free drinks (Coffee/Tea)

Inclusive

At FARO, we are committed to encouraging different perspectives and ideas that foster innovation. We believe that we are strongest with a diverse team of employees. We want every FARO employee to feel our commitment to showing respect for all and encouraging open collaboration and communication.

Join us. Become part of a dynamic organization that values quality, leadership, teamwork,honesty and openness as a way of life in conducting our business.

About Us

FARO is the world's most trusted source for 3D measurement technology. The Company develops and markets computer-aided measurement and imaging devices and software. Technology from FARO permits high-precision 3D measurement, imaging and comparison of parts and complex structures within production and quality assurance processes. The devices are used for inspecting components and assemblies, rapid prototyping, documenting large volume spaces or structures in 3D, surveying and construction, as well as for investigation and reconstruction of accident sites or crime scenes.

FARO's global headquarters are located in Lake Mary, Florida. The Company also has a new technology center and manufacturing facility consisting of approximately 90,400 square feet located in Exton, Pennsylvania containing research and development, manufacturing and service operations of our FARO Laser TrackerTM and FARO Cobalt Array 3D Imager product lines. The Company's European regional headquarters is located in Stuttgart, Germany and it's Asia Pacific regional headquarters is located in Singapore. FARO has other offices in the United States, Canada, Mexico, Brazil, Germany, the United Kingdom, France, Spain, Italy, Poland, Turkey, the Netherlands, Switzerland, India, China, Malaysia, Vietnam, Thailand, South Korea, and Japan.