Service & Support Representative
Location: Dundee (on site)
Contract: Permanent/Full time
Department: Service Helpdesk
Reports to: Service Desk Team Lead
About the role
The Service & Support Representative provides first-line customer support and administrative assistance to customers, Engineers and the Technical Services team. The role manages customer enquiries, coordinates service requests and maintains accurate records, ensuring incidents are handled efficiently while delivering an exceptional customer experience and meeting agreed service levels.
The Opportunity
As the first point of contact for customers, you will provide professional and timely support through telephone, email and customer portals. You will log, prioritise and manage incoming customer requests, incidents and service enquiries using the company service management system.
You will provide administrative support to Engineers and the Technical Services team, maintain accurate records of customer interactions and correspondence, and keep customers informed of the progress of their requests. You will also liaise with suppliers to source service parts, equipment and other items required to support service delivery.
The role involves updating customer portals and internal systems, monitoring requests against agreed Service Level Agreements (SLAs), and coordinating incidents from initial contact through to resolution, escalating where appropriate. You will work closely with Engineers, Technical Services and other internal departments to support efficient service delivery.
You will provide customers with guidance and general information about Hutchison Technologies' services, while identifying opportunities to improve customer service processes and administrative efficiency. All work should be completed in line with company procedures, quality standards and customer service expectations.
What you’ll need
• Previous experience in a customer service, administration or helpdesk environment.
• Excellent communication and interpersonal skills, with a professional telephone manner.
• Strong organisational skills and the ability to manage multiple tasks and priorities simultaneously.
• A high level of accuracy and attention to detail.
• Proficiency in Microsoft Office applications, including Outlook, Word and Excel.
• The ability to work effectively in a busy, fast-paced environment.
• Strong customer service skills, with a positive and solutions-focused approach.
• The ability to work collaboratively as part of a team while also using initiative when required.
Nice to have – tell us if you have experience in any of the below
• Previous experience using service desk or CRM systems.
• Experience working within a technical, engineering or technology-based business.
• Knowledge of service management processes and Service Level Agreements (SLAs).
• Experience coordinating engineers or field service activities.
• Familiarity with customer portals and supplier management processes.
Personal competencies
• Customer-focused, with a professional and approachable manner.
• Highly organised, with excellent attention to detail.
• Positive, proactive and adaptable.
• A strong team player who works collaboratively across departments.
• Calm and resilient under pressure, with the ability to manage changing priorities.
• Excellent problem-solving skills and a willingness to take ownership of customer enquiries.
• Committed to delivering exceptional service and continuously improving customer satisfaction.
What we offer in return
• Positive, proactive and adaptable.
• A strong team player who works collaboratively across departments.
• Opportunity for development
• Defined Contribution Company Pension Scheme
• 32 days paid holiday
Application Process
Ready to take on this exciting challenge? Please apply though our careers page and join us in delivering exceptional solutions for our customers!
Due to the requirements of this role, we are unable to offer visa sponsorship under the Skilled Worker or any other immigration route. Applications from candidates who require sponsorship to work in the UK cannot be considered.
Hutchison Technologies Ltd is an equal opportunity employer that promotes diversity and is committed to creating an inclusive environment for all employees, including making reasonable adjustments throughout the recruitment process for candidates who require them.
Service and Support Representative in Dundee employer: Hutchison Technologies
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