At a Glance
- Tasks: Support customers by troubleshooting and resolving technical issues with Pickering products.
- Company: Join a leading tech company focused on customer satisfaction and innovation.
- Benefits: Competitive salary, training opportunities, and a supportive work environment.
- Other info: Dynamic role with opportunities for growth and collaboration across teams.
- Why this job: Be a trusted partner for customers while enhancing your technical skills.
- Qualifications: Bachelor's degree in engineering and knowledge of programming languages required.
The predicted salary is between 28800 - 48000 £ per year.
The Pickering Group is a family-owned, UK-based electronics manufacturer established in 1968, specializing in high-quality switching, simulation, and relay products for industries like aerospace, automotive, and defense.
As a Graduate customer support engineer, you will play an essential role in ensuring customer satisfaction. The objective of this role will be to ensure our customers successful implementation and maintenance of Pickering products and building customer loyalty as trusted technical partners. You will be responsible for providing customer support, solving technical questions of varied scope and complexity, maintaining knowledge bases and collaborating across departments.
Job Responsibilities:
1. Technical Issue Resolution:
o Troubleshoot and resolve customer issues related to the installation, configuration, and ongoing maintenance of Pickering products.
o Identify the root cause of technical problems and implement effective solutions in a timely manner.
2. Escalation of complex issues:
o Escalate complex technical issues to the appropriate internal teams (e.g., Product Owners, Engineering).
o Act as a liaison between the customer and internal teams to ensure clear communication and timely resolution of escalated issues.
3. Capture and Share Knowledge:
o Accurately document all customer interactions and support tickets in Salesforce ServiceCloud to maintain a clear record of issues and resolution.
o Create and update knowledge base articles and troubleshooting guides, enabling customers to find solutions independently and reducing future support requests.
4. Maintain Customer Relationships:
o Build and maintain strong relationships with customers.
o Understand customer needs and provide tailored technical advice, positioning yourself as a trusted partner in their success.
o Deliver customer training sessions to empower users and enhance their proficiency with Pickering products.
5. Product Feedback:
o Collaborate with R&D teams to relay customer feedback and contribute insights for future product enhancement and improvements.
6. Adherence to SLAs:
o Meet or exceed customer-driven Service Level Agreements (SLAs) by providing timely, effective support and ensuring issue resolution within established timelines.
Qualification and requirements:
o Bachelor's degree in engineering, preferably electronics or computer science.
o Knowledge of at least one programming language (C#, .NET, Python, LabVIEW™, VeriStand™).
o Analytical mindset, able to integrate information from various sources to identify root cause and develop solutions.
o Excellent interpersonal and communication skills, with the ability to demonstrate empathy and responsiveness to customer needs.
o Ability to work under pressure.
o Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
Desirable skills:
o Familiarity with Salesforce ServiceCloud or similar CRM tools.
o Knowledge of international standards for instrument control, such as PXI, LXI, VISA, IVI.
o Practical experience using Test and Measurement instrumentation.
WHAT YOU CAN EXPECT FROM PICKERING
People are at the heart of Pickering. We believe that each employee contributes directly to Pickering’s growth and success, in return we offer:
- A competitive salary
- 25 days annual leave, plus bank holidays
- Buying and selling holiday. Employees can buy up to 10 days if eligible.
- Life Insurance x4 annual salary, capped at £50k
- Corporate membership at the local gym and spa
- A thorough induction program, including a Pickering Pal being assigned to you to ensure you feel welcome and to check in on you during your probation
- Regular reviews and performance related pay increases (subject to business conditions)
- Employee wellbeing and mental health support through our partnership with Mind
- EAP with Sparks (Legal & General health and wellbeing digital home)
- Wellbeing Program with Spa Medical
- Choice of salary sacrifice on Pension contributions
- Paid company social events such as a summer festival and Christmas party
- Career progression
- Training programmes
- Sponsoring further education
- Salary sacrifice car scheme
- Potential for Worldwide Business Travel (role dependant)
- Free tea, coffee, and fresh fruit
Graduate Customer Support Engineer employer: Pickering Interfaces
The Pickering Group is an exceptional employer, offering a supportive and collaborative work culture that fosters personal and professional growth. As a Graduate Hardware Design Engineer, you will benefit from a comprehensive induction programme, regular performance reviews, and opportunities for further education, all while working in a family-owned company that values its employees' well-being with competitive salaries, generous leave, and social events. Located in the UK, this role provides a unique chance to contribute to innovative electronic solutions in a dynamic industry, ensuring a rewarding career path.
StudySmarter Expert Advice🤫
We think this is how you could land Graduate Customer Support Engineer
✨Get Chatty at Local Community Events
Dive into local meetups or community events related to customer support. These gatherings are a goldmine for making connections and learning more about what companies like Pickering Interfaces value in entry-level hires. Just think of it as networking over snacks!
✨Show Off Your People Skills
Create a small digital portfolio showcasing your communication skills. You could include relevant scenarios or customer interactions—real or hypothetical. This isn't just for show; it gives hiring managers at places like Pickering Interfaces a taste of how you handle customer queries.
✨Leverage Internship Platforms
Don't sleep on popular internship platforms that focus on entry-level roles in customer support. Websites like Handshake can link you directly to companies looking for fresh talent. The earlier you start exploring these options, the better your chances at landing something with Pickering Interfaces!
✨Join Customer Support Forums
Participate in online forums and communities specifically for customer support professionals. Places like Help Scout’s community or even subreddits can give you insights into what skills are in demand. Plus, it’s a great way to network and discover hidden job opportunities at companies like Pickering Interfaces.
We think you need these skills to ace Graduate Customer Support Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear and friendly communication is crucial. Make sure your CV highlights any previous experience where you've resolved customer queries or collaborated with a team. We love to see examples where you've turned a challenge into a positive experience!
Tailor Your Cover Letter with Enthusiasm:For an entry-level role like this one, your cover letter shouldn’t just be a summary of your CV. Instead, share why you're excited about customer support, and express your eagerness to help others. Let's see your personality shine through—tell us why you're a great fit for Pickering Interfaces!
Highlight Relevant Experience:Even if you haven't worked in customer support before, include any relatable experiences—like part-time jobs, volunteer work, or internships. Show us how these have equipped you with the soft skills needed to thrive in this role, like problem-solving and patience.
Keep It Simple and Straightforward:Your CV should be easy to read—no fancy fonts or excessive jargon. Use bullet points to break down your responsibilities and achievements and stick to a clean layout. This helps us quickly see your qualifications and gives a professional vibe, even for an entry-level position!
How to prepare for a job interview at Pickering Interfaces
✨Brush Up on Your Communication Skills
In customer support, communication is key. Practise explaining complex issues in straightforward language. You might even get role-play scenarios during the interview, so be ready to show off those skills!
✨Show Your Problem-Solving Prowess
Employers love seeing how you handle customer queries. Think of specific instances where you’ve resolved conflicts or helped someone out. Bring these scenarios to the table, as they can help demonstrate your problem-solving capabilities!
✨Familiarise Yourself with Common Tools
Get to grips with popular customer support tools like Zendesk or Freshdesk. Even if you haven’t used them before, being able to talk about them or their features can show you’re proactive about getting up to speed.
✨Express Your Willingness to Learn
As this is an entry-level position, they want to see your eagerness to grow. Highlight your adaptability and enthusiasm for customer support. Share any relevant experiences or coursework that show you’re committed to developing your skills!
