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- Tasks: Provide technical support and advice to customers and colleagues, ensuring smooth operations.
- Company: Join Holland Limited, a leading British manufacturer with 75 years of experience in tooling solutions.
- Benefits: Enjoy profit-related pay, a pension scheme, cycle-to-work options, and free flu jabs.
- Why this job: Be part of a dynamic team that values customer satisfaction and continuous improvement.
- Qualifications: Must have a recognised engineering qualification and 2 years of industrial engineering experience.
- Other info: Expect travel opportunities and a chance to work unsupervised in a supportive environment.
The predicted salary is between 22000 - 37000 £ per year.
I Holland Limited is the most well-known producer of tablet punches and dies in the world. We have been in business for 75 years and are a true British industrial success. Thousands of customers in over 100 countries rely on us to supply precise tooling solutions based on our decades of experience, research, and engineering know-how.
Job purpose
To provide technical advice and support to our external agents and customers, as well as internal work colleagues and to minimise problems related to our products and services.
Principal duties & responsibilities
- Respond to and record technical pre-sale product (PharmaCare and Tooling) enquiries within 24 hours.
- Support after-sales enquiries and complaints.
- Assist with the organisation of the delivery of a Company induction program for new recruits.
- Assist in the development and presentation of training programs for equipment and tooling.
- Ensure successful integration of technical information/data, to maintain a professional approach by customer-focused internal personnel.
- Provide the Marketing Department with technical bulletins and case studies for advertising and promotional activity.
- Attend exhibitions and accompany Account Managers/Agents on visits to customers in the role of technical advisor, promoting Customer Support Group knowledge to end users and developing relationships to increase business opportunities.
- Visit customers globally to complete Warranty and Service Contract work.
- Promote and renew Service Contracts for PharmaCare products.
- Provide detailed written reports of contacts and visits to customers.
- Keep up to date with, and report on, competitor products.
- Help to identify new product opportunities through customer discussions and problems.
- Help with the development of new products.
- Take ownership of customer complaints relating to products and services within your own working areas.
- Provide technical support for the purchasing department relating to products within your area of expertise.
- Maintain cost control over supplier pricing and ensure all products are up to date within our ERP System.
Nature and Scope:
The position held will, under the direction of the Research, Development & Quality Systems Manager, provide technical support and advice to all departments as well as external customers and agents. The post holder will often work unsupervised, for example when working off-site. The position will involve travelling to customer sites and therefore, overnight and foreign travel will be required.
Key Performance Indicators:
- Reduced customer claims.
- Increased customer satisfaction.
- Shared technical knowledge and accessibility.
- Increase service contract levels.
Key performance indicators in line with core values
- Customer focus: High responsiveness to requests. Sense of ownership.
- Speed of response: Timely completion of all plans, tasks & assignments, both individual & team related.
- Pride in what we do: Work consistently exceeds expectations. Interacts with other departments to improve quality of deliverables. Adheres to schedules to deliver a high-quality product.
- Continuous improvement: Promotion by taking the initiative to identify issues and providing solutions with the goal of reducing cost and improving performance. Generates and implements multiple beneficial new ideas.
- Honesty & integrity: Communications with stakeholders are proactive, professional, and always conducted in a positive way. Extremely trustworthy and dependable.
- Positive attitude: Enthusiastic and can-do stance. Demonstrates a positive impact on the business despite challenging conditions. Helps others to remain positive.
- Compliance: Compliance with all policies, procedures, and safety rules & regulations.
Applicants must have a full driving licence and a valid passport, with overnight visits to customers required on some occasions.
Terms and Conditions of Employment
Please note that any offer of employment is contingent upon the following conditions: agreement to a Disclosure and Barring Service (DBS) check, References/Background & Right to Work Documentation checks. The Company may terminate employment without notice if any documentation is unsatisfactory.
Job Type: Full-time
Pay: £26,000.00-£31,000.00 per year
Benefits:
- PRP - Profit-related pay
- Company pension
- Cycle to work scheme
- Free flu jabs
- Free parking
- On-site parking
- Store discount
Education:
- Certificate of Higher Education (required) - Recognised Engineering qualification eg. City & Guilds, HND, HNC
Experience:
- Industrial engineering: 2 years (required)
Language:
- 2nd language (Desirable)
Willingness to travel:
- 50% (required)
Work Location: Long Eaton, Nottingham / On the road
Technical Support Engineer employer: 2M EMPLOYMENT SOLUTIONS
Contact Detail:
2M EMPLOYMENT SOLUTIONS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer
✨Tip Number 1
Familiarise yourself with the specific products and services offered by Holland Limited. Understanding their tooling solutions and how they integrate into various industries will help you provide informed technical support and advice.
✨Tip Number 2
Brush up on your customer service skills, as this role requires a high level of responsiveness and ownership of customer complaints. Practising scenarios where you resolve issues can prepare you for real-life situations you'll encounter.
✨Tip Number 3
Network with professionals in the engineering and technical support fields. Attend industry events or join relevant online forums to gain insights and make connections that could be beneficial when applying for this position.
✨Tip Number 4
Prepare to discuss your experience with training and development, as assisting in the delivery of induction programmes is part of the role. Think of examples where you've successfully trained others or contributed to knowledge sharing.
We think you need these skills to ace Technical Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support and engineering. Emphasise any previous roles where you provided customer service or technical advice, as well as your ability to work independently.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific duties from the job description that resonate with your skills, such as responding to technical enquiries or developing training programmes.
Showcase Your Problem-Solving Skills: Provide examples in your application of how you've successfully resolved customer issues or improved processes in past roles. This aligns with the company's focus on reducing customer claims and increasing satisfaction.
Highlight Relevant Qualifications: Ensure you mention your engineering qualifications and any relevant certifications. If you have experience with ERP systems or in the industrial engineering sector, make that clear to demonstrate your fit for the role.
How to prepare for a job interview at 2M EMPLOYMENT SOLUTIONS
✨Understand the Company and Its Products
Before your interview, make sure to research Holland Limited and their products thoroughly. Familiarise yourself with their tablet punches and dies, as well as the PharmaCare product line. This knowledge will help you answer questions confidently and demonstrate your genuine interest in the company.
✨Prepare for Technical Questions
As a Technical Support Engineer, you’ll likely face technical questions related to engineering principles and problem-solving scenarios. Brush up on relevant technical concepts and be ready to discuss how you would approach common issues that customers might face.
✨Showcase Your Customer Service Skills
This role requires a strong focus on customer satisfaction. Be prepared to share examples from your past experiences where you successfully resolved customer complaints or provided exceptional support. Highlight your ability to communicate effectively and maintain a positive attitude under pressure.
✨Demonstrate Your Willingness to Travel
Since the position involves travelling to customer sites, express your enthusiasm for this aspect of the job. Share any previous experiences you have had with travel in a professional context, and reassure them of your flexibility and readiness to meet customers' needs globally.
