Technical Support Engineer

Full-time, Permanent

Redditch, Worcestershire

Competitive Salary 

As the Technical Support Engineer you will aim to provide a high level of customer support and resolve customers issues and answering queries over the phone. As well as managing more in-depth support tickets which are escalated from Technical Support agents.

Key Responsibilities:
* To respond to customer enquiries and support tickets.
* To manage customer sites using the in house system and web portal, resolving faults remotely where possible.
* To resolve customer issues/provide product advice over the phone.
* To support UK and worldwide Sales Engineers in specifying luminaires and control systems.
* To work alongside Site Services to resolve fault reports in the most efficient way possible.
* To communicate and work with suppliers, end users, electricians, and consultants to resolve issues.
* To assist the Technical Services Team Leader/Technical Manager in his/her day-to-day duties.
* To undertake occasional site rectification/investigation visits where required.
Preferable Candidate Requirements:
* Ideally possess an HNC/HND or higher qualification in a suitable engineering discipline.
* Experience in a production engineering environment with an electrical bias, preferably within the lighting industry.
* Excellent communication, organisational and customer service skills.
* Proficient in Microsoft Office and the use of multiple systems for material flow, communication, case management, and record keeping.
* Good telephone manner.
* Willing to undertake training courses as required for the job role.