Job Description

Main Purpose of the role

As a trusted partner to our customers, we are dedicated to ensuring that the equipment and services we provide operate at peak efficiency with minimal downtime. Within the Technical Support team, we are key in achieving this mission, positioning ourselves as the preferred partner for our customers. Our efforts directly contribute to driving repeat business and helping customers save millions in potential revenue lost due to production downtime and inefficiencies. The successful candidate will play a vital role in this by troubleshooting and resolving complex technical issues related to our equipment and services. This role requires close collaboration with aftersales, sales, and engineering teams to offer technical support while maintaining exceptional customer service and communication. Strong problem-solving skills, effective communication, and the ability to thrive in a fast-paced, dynamic environment focused on minimizing machine downtime are essential for success.

Primary Responsibilities

• Advanced Troubleshooting: Provide expert technical support by diagnosing and resolving issues with our equipment and services, aiming to minimize customer machine downtime.
• Customer Service & Communication: Deliver outstanding customer service through various channels, including phone, ticketing systems, and remote access tools. Ensure all customer interactions are documented, and issues are resolved quickly and effectively
• Collaboration: Work closely with engineering teams to address technical challenges and support continuous improvement in the services provided.
• Technical Documentation: Contribute to the creation and maintenance of detailed technical documentation, including reports, troubleshooting guides, and work instructions, to support customers and internal teams.
• Remote Technical Support: Provide remote technical assistance using tools like SightCall, Sentinel, and TeamViewer, ensuring quick and efficient issue resolution.
• Task Prioritisation: Effectively manage multiple tasks in a fast-paced environment, prioritising them to meet deadlines and customer needs.
• Ticketing System Management: Use the ticketing system to log and manage customer issues, ensuring accurate and up-to-date records.
• System and Network Knowledge: Utilise Ishida systems and maintain knowledge of computer networking to assist with related technical issues.

What skills are we looking for?

To be successful in this role, you should have strong knowledge of technical and engineering products, excellent communication skills, and the ability to convey and assimilate complex information. You should have experience across both electrical and mechanical disciplines, along with strong administration and forward planning skills and being IT literate is essential.

The ideal candidate will have demonstrable experience gained within the food, engineering, or manufacturing industry. You should be comfortable working to tight deadlines and have a positive 'can do / will do' approach to challenges. A willingness to learn, the ability to take constructive feedback, and confidence in asking for support when needed are important. You must be conscientious, organised, and take responsibility for your work. Flexibility and the ability to work as part of a highly motivated team are key. Strong communication and interpersonal skills are essential, along with abilities in planning, organising, and networking. You should be focused on delivering results and meeting customer expectations, adapting to change, and confident in making decisions and taking action. Above all, you must ensure work is completed correctly and efficiently in line with deadlines.

Experience in aftersales technical support or field service is highly desirable. Knowledge of PLCs, networking, MYSQL, Windows Server and PuTTy would be advantageous.