About this role
About the role
You will sit at the centre of our service delivery process, working with Sales, Customer Support, site engineers, technical and calibration teams, suppliers and customers. You will directly supervise and lead our existing Field engineers, Customer Support colleague, setting priorities, reviewing workload, providing guidance and making sure customer actions and support cases are followed through to completion.
What you will be doing
• Remotely answer customer's engineering queries, understanding the issue and solving the issue remotely if possible, if not then arranging for an engineer to visit the customer.
• Confirm practical site requirements such as monitor locations, mounting, power, access, inductions and site contacts.
• Arrange installation, service and decommission visits, maintain the operational calendar and call ahead to site to confirm readiness.
• Prepare or coordinate routine job packs, site maps and RAMS information using agreed templates and processes.
• Make sure engineers have the information they need before attending site and follow up missing reports, photographs or actions afterwards.
• Lead and supervise the Customer Support function, setting day to day priorities and reviewing workload, outstanding issues and handovers.
• Handle customer support queries directly when required and guide customers through practical product or service issues.
What we are looking for
• Someone with experience dealing with customer's technical engineering questions, especially from an equipment hire background.
• A confident telephone manner and professional communication with customers, strong organisation, planning and follow through, with the ability to manage several live actions and competing priorities.
• The confidence to provide direction, ask for action and challenge unclear ownership constructively.
• Good judgement, practical problem solving skills and the ability to recognise when an issue should be escalated.
• A customer focused approach with sound commercial awareness.
• Comfort working with technical products and learning enough detail to guide customers and coordinate troubleshooting.