Customer Support Engineer in Loughton

Company Description

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It's these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

Job Description

We are currently looking for a new Customer Support Engineer to join our Product Support team. Opportunity is offered hybrid at our Loughton, Essex office.

Your role in our future:

• To provide technical & product support to UK and Overseas customers for all QTL products.
• To support the introduction of new products and product features to the marketplace in conjunction with the Marketing and R&D departments.
• To conduct month service and support reviews with assigned country specialists.
• To feedback quality issues from the marketplace to QA and R&D departments.
• To visit UK and Overseas customer sites as required by the company to provide onsite customer support.
• To be aware of all department KPI's and help to maintain targets.
• Provide daily support to internal departments, UK and overseas product specialists via e-mail, TeamViewer, Microsoft Teams, or telephone.
• Co-ordinate and prioritise departmental requests in agreement with the GPS Manager.
• Provide product requirement specifications for new products and features agreed with the GPS Manager.
• To provide installation and field support for PM/Mid/Low document systems.
• Act as the second line escalation of high call UK sites and customer complaints, developing action plans and seeing through to a resolution.
• Liaise with R&D and the QA departments to continuously improve product quality.
• Provide technical training and training support documents as required.
• Provide technical documentation relating to product installation, maintenance and fault finding to the drawing office as required.
• Conduct product demonstrations, both physical and virtual, for the UK and overseas sales teams.
• To maintain an overview of departmental and company procedures and discharge any specific responsibilities contained within them.
• To liaise and communicate with other departments within the Company.
• To inform and appraise the GPS Manager as appropriate.
• To always ensure that, in the discharge of responsibilities, the requirements of Health and Safety at Work are met.

Qualifications

Your profile:

• A proven track record of customer facing support/field service engineering.
• A confident and professional attitude with customers on the telephone and email.
• A broad knowledge of mechanical/electrical engineering (the ideal candidate will have completed an electro/mechanical/technical apprenticeship or equivalent).
• A good level of understanding of computer networking.
• Good computing skills (Windows based products) and able to quickly compile reports and spreadsheets.
• Experience with remote access software packages (i.e. TeamViewer).
• A flexible attitude to overseas travel at short notice.

Additional Information

Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you. Ready to lead the way? Apply now.

Rewards & Benefits

• Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.
• Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.
• Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program.
• Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
• Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.

Smart Work at Quadient

At Quadient, our Smart Work approach fosters connection, collaboration, and innovation while offering flexibility based on role requirements. Whether on-site, hybrid, or remote, our work environments are designed to support productivity and engagement. Hybrid employees balance remote and in-office work, on-site roles contribute daily to our vibrant workplace culture, and remote employees stay connected through virtual collaboration and in-person events. No matter where you work, you’ll be part of a dynamic, people-first community that drives success together.

Be yourself at Quadient

Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.

We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at [email protected]

Quadient is an Equal Employment Opportunity Employer. We firmly believe in zero discrimination in employment on any basis, including race, color, religion, sex, national origin, age, disability, veteran or military status, genetic information, citizenship status, and any other characteristics protected by local, state, or federal law.

People. Connected.