Technical Support Engineer (Scientific equipment)

We are seeking a Technical Support Engineer to work for a manufacturer of scientific instrumentation based Cheshire.

Applicants could currently be in a Tech Support role (not IT focused) or a Field Service Engineer looking to move back to an onsite support role. You need to have a proven track record of providing timely and accurate solutions to technical issues. A degree in a relevant technical field or equivalent experience is preferred.

Duties & Responsibilities:

• Provide direct technical support to customers with a positive attitude

• Learn whilst responding to customer enquiries and provide timely and accurate solutions to technical problems via phone, email, chat, or other communication channels.

• Establish and maintain strong customer relationships by delivering exceptional service and support taking ownership of each interaction. Understand customer needs, gather relevant information, and ensure customer satisfaction throughout the troubleshooting process.

• Demonstrate a proactive approach whilst collaborating with interfacing teams, including developers and quality manager to escalate and resolve complex technical issues. Provide feedback where possible on product functionality and usability to assist in product improvement.

• Provide on-site assistance for engineers, including shadowing where appropriate fostering a culture of shared learning and growth.

• Proactively identify opportunities to enhance customer support processes, tools, and documentation. Stay up-to-date with the latest technologies, industry trends, and best practices in technical support with a growth mindset and a commitment to continuous learning.

Additional Information

• Competitive salary & benefits

• Company bonus incentive scheme

• 23 days initially (increasing to 25 days after one year's service) plus bank holidays

• Company pension and life assurance 4 x salary

• Cycle & Tech/Home Schemes

• Salary sacrifice options: pension and electric vehicles (EVs)

• Occasional travel to offer on-site support

• Opportunity to work flexible hours

• Compressed working week of 39 hours

• Opportunity to work with an open and vibrant team, with flat hierarchies and short coordination channels

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