At a Glance
- Tasks: Provide top-notch technical support and assist customers with troubleshooting and repairs.
- Company: Join a dynamic team at a leading engineering company focused on customer satisfaction.
- Benefits: Enjoy a competitive salary, great work-life balance, and opportunities for professional growth.
- Other info: Be part of a supportive environment with continuous improvement and learning opportunities.
- Why this job: Make a real difference by helping customers solve problems and improve their experience.
- Qualifications: Engineering background preferred; customer service experience and good communication skills are essential.
The predicted salary is between 30000 - 33000 £ per year.
The Customer Support Engineer provides technical support to customers and assists with service activities throughout the product lifecycle. The role supports customers with troubleshooting, repairs and technical enquiries while working closely with Engineering, Manufacturing, Test and Service teams to deliver excellent customer service. The successful candidate will develop a strong product understanding and contribute to improving customer satisfaction by providing timely technical assistance and maintaining accurate service records.
Key Responsibilities
- Customer Support
- Respond to customer support enquiries via telephone, email and video calls.
- Assist customers with technical fault finding and product operation.
- Keep customers informed of progress and expected resolution times.
- Escalate complex technical issues to senior engineers where appropriate.
- Provide professional and courteous customer service at all times.
- Technical Support
- Assist in diagnosing mechanical and electrical faults.
- Support customers through structured troubleshooting procedures.
- Recommend replacement parts and repair options.
- Record faults and corrective actions accurately.
- Develop technical knowledge of products.
- Service Administration
- Maintain accurate support tickets and service records.
- Record labour, parts used and resolution details.
- Raise quotations for chargeable repairs and service work.
- Process support orders within Sage.
- Prepare shipping paperwork and route cards where required.
- Continuous Improvement
- Help maintain troubleshooting guides and technical documentation.
- Record recurring faults and report trends to the Support Manager.
- Suggest improvements to products, documentation and support processes.
- Assist with maintaining the technical knowledge database.
- Product Support
- Provide technical assistance to Manufacturing, Test and Sales when required.
- Assist with testing systems prior to shipment.
- Assist with software testing where required (no programming experience necessary).
- Customer Care
- Follow up customers after service work has been completed.
- Collect customer feedback.
- Identify opportunities for service work or product upgrades and pass them to the Support Manager or Sales team.
Qualifications & Experience
- Engineering or Scientific background.
- A Levels, apprenticeship or equivalent engineering qualification (desirable).
- Good mechanical aptitude.
- Experience in a customer support or service environment.
- Basic electrical fault-finding skills.
- Good computer literacy.
- Excellent communication skills.
- Strong organisational skills.
Customer Support Engineer employer: Omega Resource Group
At Omega, we pride ourselves on being an exceptional employer, offering a supportive work culture that values collaboration and professional growth. As an Electrical Estimator in Castleford, you will enjoy competitive salaries, a generous car allowance, and comprehensive benefits including private healthcare and life insurance, all while working closely with key clients in the water sector. Join us to be part of a dynamic team where your expertise will directly contribute to impactful projects across Yorkshire.
