Lead Technical Support Engineer

14 Jun 2017
12 Jul 2017
Isabelle Eustace
Contract Type
Full Time
The team is formed of specialist engineers, and the requirement sits within a multi-disciplinary team of Electronics Engineers, Mechanical and Robotics Engineers.

The ideal candidate will have exposure and knowledge of hands on electronics engineering, and be comfortable in a customer support position, working directly with the company's impressive range of clients. The role also requires some leadership of the other technical support engineers on the team, driving their processes and work.

The role responsibilities are as follows:

* Supervision of all Support Staff in UK making sure the goals below are delivered
* Provides routine start-up and post-implementation technical support on all current products to customers. It is also an expectation to provide some support for obsolete, but still supported products.
* Provides technical analysis in problem situations, as well as support and training on products to customers. Assists in creating training programs for customers. Communicates directly with customers on telephone or in person to help them understand product usage.
* Assists customers to prepare basic program code.
* Assists with on-site installation and troubleshooting of products. Makes decisions and recommends solutions to problems within established guidelines.
* Solicits sales of new, refurbished, or additional equipment and services.
* Performs necessary field assignments when requested. Must be available for national and international travel assignments. Travel is generally limited to 3-day and 5-day trips.
* Communicates directly with programmers and engineers regarding software bugs and follows-up to make sure fixes are received and tested

Experience Required:

* Experienced working in a customer facing technical support position

Degree (B.Sc / BEng) in Electrical Engineering or Electrical Engineering Technology or equivalent combination of education and experience.

Experience working knowledge of at least one development language, preferably .NET based would be an advantage, but is not essential

Matchtech is acting as the recruitment agency in relation to this vacancy, please get in touch if you would like to know more about the position.

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