Technical Support Specialist

Neogen Recruitment are excited to be working with a leading innovator in the design, manufacture and support of generators for analytical labs. They have been at the forefront of this field for years, and are committed to delivering value to their clients through excellence and scientific expertise.

They are looking to add a Technical Support Specialist who will be responsible for providing a high level of Technical Support to the large network of customers and distributors across EMEA. Managing the Technical Support workload ensuring that emails and phone calls are prioritised in order of urgency and responded to within agreed Service Level Agreement (SLA). Please note that this is not an IT related role as we're looking for someone with an electro-mechanical background.

Duties Include

• Providing Technical Support (electrical/mechanical) in conjunction with the service management system (SMS)
• Responding to all incoming technical enquiries (telephone and email) in a professional, prompt and efficient manner to ensure total customer satisfaction
• In conjunction with Service Managers, ensuring all phone calls resulting in Field Service Engineer (FSE) on site assistance are responded to and organised within SLA of 2 hours
• Using SMS, ensuring all relevant field visit data is captured by FSEs with system generated visit reports being promptly sent to customers
• Working closely with the FSE’s, ensuring cost effective and efficient planning of the monthly workload ensuring that any breakdown visit meets the customer response time SLA

This role would suit someone who is customer driven with an interest in Technical support or experience of mechanical/ electrical fault diagnosis. You will have exceptional communication skills and proficiency in German. French, Spanish or Italian would also be advantageous but not essential.

Attributes, Knowledge and Skills

• Working understanding of or experience working with pneumatic systems
• Working understanding of or experience working with electromechanical systems
• Systematic and methodical troubleshooting skills
• Customer service experience
• Good IT skills, with an ability to quickly learn use of business systems such as CRM’s
• Self-starting person who is able to work independently, after an initial training and buddying period
• Ability to communicate clearly both in writing and verbally