At a Glance
- Tasks: Provide top-notch customer support and resolve technical issues swiftly.
- Company: Join Mitsubishi Electric Iconics, a leader in industrial automation and digital solutions.
- Benefits: Enjoy 33 days of vacation, a bonus scheme, and a generous pension contribution.
- Other info: Collaborative environment with opportunities for growth and international travel.
- Why this job: Make a real impact by enhancing customer experiences with innovative technology.
- Qualifications: Bachelor's degree in relevant fields and experience in industrial automation required.
The predicted salary is between 40000 - 50000 £ per year.
- Location 1 Castle Court, Castlegate, Dudley, DY1 4RD, United Kingdom
- Employee Type FT Salaried
- Travel 10%
Please note that the salary range referenced is a general guideline only.
Salary differentials are based on multiple factors including (but not limited to), geographic location, education/training, years of relevant experience/seniority, merit, qualifications, as well as market and business considerations.
Mitsubishi Electric Iconics Digital Solutions considers all of these variables when extending an offer of employment.
Position Overview
The Senior Customer Support Engineer is a vital role in overseeing one of the key customer-facing elements within our business.
The engineer will embrace the \"customer first\" ethos of the Customer Care division and share this with their colleagues.
The role will need to focus on providing exemplary and continuously improving support to our customers in whatever form this may take, from product technical support through to on-site assistance.
This is measured in terms of speed of picking up new support tickets and speed at which support tickets are closed.
Taking proactive measures to ensure that the same question does not come up over and over again is key to ensuring the role remains varied and interesting – it will be up to the engineer to determine the best way for this information to be disseminated to customers.
Customer Support engineers will also not take a reactive stance on our customers but, where appropriate, suggest additional customer touch points such as site visits, trainings or QPS time to ensure that the experience of the customer with the products and services offered by the company continue to be highly thought of.
Ensuring that in interactions with other parts of the business, the customer’s voice is heard is also a key part of the engineer role.
When triaging issues for the development team, ensure that the requests are clear, concise and will bring tangible benefits to all customers.
Customer Support engineers will be expected to provide 24x7 customer support for those paying customers, which will be provided by a rotation of on-call engineers.
Key Responsibilities
- Pick up unassigned support tickets from anywhere in the world as quickly as possible.
- Create new tickets based on queries received via phone calls/E-mails.
- Manage time based on ticket priorities and customers.
- Resolve support tickets as quickly as possible, ensuring high quality customer service.
- Identify common queries raised by customers and prepare material to share with colleagues and customers to prevent restating the same thing.
- Identify where our processes can be improved or altered to provide a better experience for both customers and support engineers.
- Provide clear, concise, reproducible steps for any product issues reported to engineering via the triage process.
- Develop solid knowledge of MEIDS' product roadmap and clarity for what legacy products are to be supported and process to move older product installations towards latest technology.
- Continuously learn about how the products work and look for and suggest ways to share knowledge amongst the team.
- Utilize Salesforce to accurately track and report support cases.
- Performs other duties as assigned.
- Required Qualifications/Certifications
- Requires a bachelor's degree. Preferred: Computer Science, Electrical or Electronics Engineering, Information Technology, or related field
- Candidates must have competency in Industrial Automation applications, including at least two years of experience with SCADA, MES, large automation systems, or DCS, ideally should be well versed with PLC programing (LD/FBD).
- Experience in database design and SQL queries and procedures
- Understanding of Io T and edge computing technologies
- Understanding of on-premises, cloud, and hybrid software architecture and deployments
- Comfortable with customer-facing activities
- Excellent written and verbal communication skills
- Exceptional customer service skills with proven negotiation skills.
- Must be proficient with Microsoft Office or related software
- Location & Travel
- Based in Dudley, UK
- Travel required (some international, up to 10% of time)
- Summary
- Commencement: ASAP
- Full Time Position, 37.5 hours/week, Mon-Fri
- Location: Dudley, West Midlands
- Travel: Some occasional international travel may be required
- Annual bonus up to 4%
- Vacation: 33 days (includes bank holidays and end of year closure)
- Excellent working conditions
- Team Building
- 7% company pension contribution
- Cycle to work and EV car schemes
About Mitsubishi Electric Iconics Digital Solutions, Inc.
Mitsubishi Electric Iconics Digital Solutions, Inc., headquartered in Foxborough, Massachusetts, is a global leader in industrial automation, smart and sustainable buildings, and digital transformation software.
Our innovative HMI, SCADA, and Smart Building solutions help organizations around the world visualize, monitor, and optimize their most critical assets and environments.
With a presence in over 100 countries and trusted by more than 70% of Global 500 companies, we're proud to play a key role in shaping the future of manufacturing, infrastructure, and the built environment sectors.
Backed by more than 40 years of technological innovation and deep industry expertise, we deliver flexible, scalable, and high-performance solutions that drive operational efficiency and continuous improvement.
What makes us different is our people.
We are a global, collaborative community of innovators, problem-solvers, and forward-thinkers who are passionate about making a meaningful impact.
Whether you’re working alongside colleagues across Europe, the Americas, or Asia, you’ll be part of a team that values knowledge sharing, diverse perspectives, and continuous learning.
We are committed to creating an environment where employees can grow, contribute, and thrive—offering opportunities to work on cutting-edge technology, tackle real-world challenges, and help build smarter, more sustainable communities.
As a testament to our excellence and strong partnership with Microsoft, Mitsubishi Electric Iconics Digital Solutions has been recognized as a seven-time Microsoft Partner of the Year award winner.
Join us and be part of a global organization where your ideas matter, your growth is supported, and your work helps shape the future.
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Senior Customer Support Engineer in Dudley employer: Kids for the Future
At JPA Health, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. Our commitment to employee growth is evident through tailored development opportunities and a supportive environment that encourages professional advancement. Located in a vibrant area, we offer unique advantages such as flexible working arrangements and a focus on work-life balance, making us an ideal choice for those seeking meaningful and rewarding careers in the healthcare and life sciences sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Support Engineer in Dudley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Kids for the Future. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Kids for the Future before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Support Engineer in Dudley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Kids for the Future:Your cover letter is your chance to shine! Tell us why you want to work at Kids for the Future specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Kids for the Future!
How to prepare for a job interview at Kids for the Future
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
