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Technical Support Engineer job in Manchester

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Job Ref:  204767177
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
City:  Manchester
Post Code:  M13
Salary:  £18000 - £23500/annum
11/10/2016 03:45
Job Title-Technical Support Engineer




The Technical Support Engineer will provide technical leadership and support for the diagnosis of client fault calls or to engineering personnel. This role may be office or field based, where the role is field based this is a 'working' support role, so in addition to 'support' responsibility, the Technical Support Engineer will work as a Service Engineer or Senior Service Engineer.


* To liaise with the local customer representative/s, or client help desk/s, in order to diagnose faults
* To 'fix' calls remotely (by telephone or with remote tools) to avoid the need for an on-site engineering visit
* Where an on-site engineering visit is required, to provide clear recommendations on the likely fault, the skill level of engineering personnel required for the call and spare parts that may be required to affect a first time fix
* To ensure local customer representative/s, or client help desk, is updated on call progress, fix or future action and likely timescales
* To provide remote advice to local customer representatives, or client help desk/s, on proper care of equipment that will prevent the recurrence of faults
* To ensure all chargeable fault calls are identified and reported
* To escalate any potential opportunities for future sales, up through line management chain
* To update call management system, in real time, on activity and progress
* To provide advice and guidance as needed to engineering personnel to effective a 'fix'.
* To ensure staff fully understand the guidance to ensure future learning
* To proactively read technical documentation to ensure technical skills are up-to-date and effective
* To liaise with internal departments in a positive and professional manner (e.g. engineering personnel, Customer Call Centre, Logistics, Repair Centre, etc.)
* To provide proactive feedback on engineer performance, initiatives to reduce call volumes or reduce spare part usage through line management chain to ensure ongoing service performance improvement, cost effective delivery and the dissemination of technical information
* To prepare adhoc briefings / reports on work completed to enable to avoid recurring calls
* To assist with the resolution of any customer or product specific service delivery issues, through route cause analysis of service failures and participating in the design and implementation of specific 'get well plans
* To identify opportunities to drive down the cost of service and participate in the design and implementation of specific programmes to implement these cost reductions
* To proactively make recommendations to reduce call volumes and spare part usage
* To provide one-to-one coaching, support and guidance, or general training workshops, where requested to do so (e.g. for new staff or on new products)
* To complete adhoc duties and tasks allocated through line management chain from time to time
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