Customer Experience / Technical Support Engineer

Job Description:

Job Purpose

To provide technical support to Instron’s field-based service engineers globally, making use of electrical / hydraulic schematics, mechanical drawings, and product knowledge. This is primarily an office based support role with an occasional need for domestic and international travel to provide hands-on support to complex problems.

Tasks & Responsibilities

• Remotely supporting Instron’s field service team internationally on designated products.
• Reviewing escalated customer issues for designated territories and product lines, providing recommendations for resolution to local and senior management.
• Representing the Service Department on new product development and concurrent product support teams, ensuring ongoing improvements and customer satisfaction.
• Working with and developing new technology for customer and Field Service Engineer support.
• Visiting customers globally to support local service and sales teams, resolving technical issues, and providing training.
• Contributing to the company\’s efforts to enhance customer satisfaction, reduce costs, and improve quality using specified tools and processes.
• Providing quick and comprehensive feedback and updates through effective communication.
• Maintaining accurate call administration and submitting expenses and paperwork as per company requirements.
• Performing other related duties as specified and agreed.

Key Competencies (includes skills)

• Ability to read and understand electrical and hydraulic schematics.
• Ability to find creative solutions to complex technical problems.
• Thrives in a culture that puts a high priority on responsiveness to customer needs and that values a high degree of customer satisfaction.
• Capable of prioritising own workload from both the perspective of the internal organization and customer perspective.
• Dedicated and pro-active approach to work with minimal supervision.
• Works effectively with direct team members and other members of the Instron workforce.
• Ability to communicate technical information to non-technical audiences.

Qualifications / Experiences

HNC or equivalent qualification in a technical subject or 5 years’ experience in an engineering discipline.

KPIs/Other Performance Measurements

– Fixed Fast – Escalated customer issue ownership

– Fixed Fast – Time to resolution of technical problems

– W&I Hours / Costs

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