Technical Support Engineer

4 settimane fa

Italia Gunnebo Entrance Control Ltd. A tempo pieno

Technical Support Engineer

Reports to: Technical Support Manager

Overall job purpose

To provide assistance and support to our customers ensuring that requests are dealt with efficiently and effectively. You will diagnose and troubleshoot software and hardware problems and help our customers install and commission new and existing products.

Technical Support Engineer responsibilities include structured fault finding of hardware or software issues, configuring products to maximise performance and providing customers with application information to help them make the correct product or solution choice.

To be qualified for this role, you should have a technical background with experience in Technical support for electro mechanical products and or SW solutions. You should be patient and able to communicate clearly verbally and in writing and willing to provide training to small groups of Engineers.

Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

This role has no budgetary responsibility

No direct reports.

(This job profile is a working document and as such is subject to revisions in line with operational & individual developments.)

Key responsibilities

  • Provide remote technical support to a range of internal and external engineers enabling them to identify and fix issues experienced on site
  • Ensure good customer relations at all times, maintaining a high standard of communication with a customer focused approach
  • Maintain an open mind to all daily challenges, exploring all options to ensure the highest possible first-time-fix rate and limiting the opportunity for repeat calls to an absolute minimum
  • Work with the product team and operations where required to ensure timely support is provided to solving more complex customer issues
  • Be willing to visit customer sites with Field Service Engineers to provide on site support and training and participate in installation and commissioning of new products
  • Maintain product knowledge through hands on learning with the product technical development teams
  • Participate in creation of the technical material requires to support customers
  • Clearly and accurately records issues identified and fixed and relay this information to the relevant technical teams to ensure robust root cause corrective actions are completed
  • Employ a continual improvement approach to your own working practice, always exploring opportunities for continued professional development and making suggestions to management where appropriate.
  • Ensure that all relevant Health, Safety and Environmental procedures and practices are followed, ensuring that everyone is made aware of their responsibilities in these areas.
  • A high degree of flexibility, the post-holder is expected to undertake any other duties for the Company within the role holder’s capacity in line with their skills and capabilities.

Knowledge, skills, competencies

Essential

  • High level knowledge of electronic/electric circuitry
  • Able to read and understand wiring diagrams.
  • Good mechanical & hydraulic knowledge
  • Good knowledge of Excel, Word and Outlook packages
  • Willing to train on varying new products
  • Good knowledge of electronics devices, communication protocols and IT system infrastructure from a technical support perspective
  • Excellent customer service skills and a commercial knowledge and understanding.
  • Ability to handle changing priorities and work well under pressure whilst presenting a positive image.
  • A strong and trusted team player
  • Excellent communication skills able to listen to and empathies with customers and present a positive image of Gunnebo.
  • Ability to problem solve, using known problem solving techniques (5 Why, 5D etc) in order to resolve issues encountered consulting with experienced colleagues, team leaders and suppliers as necessary
  • Able to deliver results to ensure customer calls are resolved quickly and efficiently, to prioritise effectively, meet deadlines and targets, and use own initiative to get the job done
  • Available to travel regularly nationally and internationally.
  • Clean Criminal Record

Desirable

  • Experience within the Entrance Control industry or similar
  • Previous: Entrance Control, Electro/Mechanical Field Service, CCTV, Access Control.
  • Formal training / instructional qualification
  • Mechanical and electrical qualifications
  • Software programming knowledge
  • Network / IP setup in depth knowledge
  • English speaking / basic level
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