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Senior Technical Support Specialist

  • Location

    Cambridge

  • Sector:

    Automation & Robotics

  • Job type:

    Permanent

  • Salary:

    £40k - 45k per year + pension, 25 days holiday plus bank

  • Contact:

    Dan Plimmer

  • Contact email:

    dan.plimmer@jonlee.co.uk

  • Contact phone:

    01384 446 174

  • Job ref:

    52555

Senior Technical Support Specialist

Cambridge

Circa £40,000 plus excellent pension and benefits package, including 25 days holiday.

An internationally regarded, UK Manufacturer based in Cambridge is looking to recruit a proven and impactful Senior Technical Support Specialist to join an impressive customer and client support function. This position would provide advanced technical support for customers, engineers and other staff.  You will undertake a variety of projects to enhance the customer experience and the provision of World Class service. The business works with several key manufacturing sectors, but main areas are FMCG, Food production and pharmaceutical manufacturing.

This is a new role and would be ideally suited to experienced electronics engineer who also knows a little on the mechanical side too! You will be client and customer facing and can communicate well to provide solutions to often complex problems.

As Senior Technical Support you will be expected to:

  • Provide second line specialist technical support for a broad range of electronic equipment and associated software which may be either standalone or networked to a client’s own data base system, for all enquiries received via telephone, e-mail and web-based sources.
  • Take ownership of specific technical and customer issues. Determine and implement appropriate action plans, including if required site visits to support the field teams.
  • Proactively identify technical issues and work with Technical Support Group and other departments, when relevant, to resolve them.
  • Assess impact of product changes in the field.  Recommend and implement appropriate action programmes with a view to propose any upgrades if required.
  • Receive, interpret and distribute technical feedback to relevant parties within the technical teams and contribute to the knowledge base in the support desk.
  • Continually enhance your own skills/competencies by attending training courses and regularly visiting sites to improve product/application and customer knowledge 

Person specification

As a core member of this team, you will be of graduate calibre in electronic engineering or similar technical discipline, or equivalent work-based experience

You will also hold a full UK driving licence

Key knowledge for the role will be

  • Detailed technical understanding of electronic circuitry and associated equipment
  • IT Knowledge e.g. PC networking, Operating Systems, databases, microprocessors and integration of software drive systems.
  • Able to create protocol and clearly record action taken
  • Understanding of customer relationship management principles
  • Able to prioritise a demanding workload and be flexible to customer needs
  • Experience of IT systems e.g. ERP or Service Management system.

Experience as a Field Service Engineer or a workshop / test environment would be beneficial.

This is an excellent role within a good business, the position offers real diversity in multiple sectors. If you would like further information, please apply.

 

Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency.

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