Customer Support Engineering

Job Description

Customer Support Engineer

Irlam, Manchester

The Customer Support Engineer provides technical support to customers and Field Service staff who are diagnosing, troubleshooting, and/or repairing complex equipment, sophisticated systems (computer, software and/or applications).

The ideal candidate will hold direct service experience gained in customer service/field service-based environment.

They respond to situations where standard procedures have not isolated or fixed problems in equipment, systems, and/or software. The TSE responsibilities include coordination of problem-solving efforts between customers and field service personnel, software support, investigation, and analysis of product problems. They recommend and implement proposed solutions to resolve reported problems and/or escalates to appropriate parties.

Responsibilities:

• Proactively managing open incidents, working with various Azenta teams to gain the fastest resolution based on incident SLA.
• Providing remote support and fixes.
• Provide telephone technical support via the technical helpline.
• Contribute documentation to the internal knowledge base, ensuring the proper documentation exists for common, recurring issues.
• Troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and wireless systems.
• Work closely with the engineering teams to ensure a comprehensive understanding of Azenta products.
• Based on analysis of the current system/ performances provides recommendations on current + future technical / project focus areas for the wider service team / Community of Specialists with the goal of driving improved system performances and customer satisfaction on the assigned platform
• Create service-related documentation, including but not limited to Installation, Service & Preventative Maintenance manuals, Troubleshooting Guides, Checklists and Recommended Spares List. - Alongside Engineering and PM team.
• Escalate unresolved issues to the appropriate internal teams, ensuring proper communication between all parties until issues are fully resolved.
• Act as the primary point of contact for technical support needs, keeping track of requests, follow-up, and deadlines.
• Manage and enhance the technical support process from end to end, minimizing the use of internal engineering while maximizing client satisfaction.
• Ensure a high standard of communication between all stakeholders throughout the support and resolution process.
• Collaborate closely with internal stakeholders to solve complex technical issues or requests.

Position Requirements:

• Over four (4) years of direct service experience gained in customer service/field service-based environment.
• Hold experience of client interfacing at management / senior management levels, and have a working degree of commercial/contractual awareness
• Proven experience to successfully interact with customer’s senior management regarding performance issues
• Ability to work well under pressure, manage time and multi-task
• Self-motivated and able to work both independently and within a team
• Experienced in use of Salesforce.com, Oracle, and MS Office product suite (preferred)
• Additional languages are beneficial
• Problem-solving ability
• Issue management
• Great communication skills.

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