We are currently looking for a new Customer Support Engineer to join our Product Support team. Opportunity is offered hybrid at our Loughton, Essex office.
Your role in our future
- To provide technical & product support to UK and Overseas customers for all QTL products.
- To support the introduction of new products and product features to the marketplace in conjunction with the Marketing and R&D departments.
- To conduct month service and support reviews with assigned country specialists.
- To feedback quality issues from the marketplace to QA and R&D departments.
- To visit UK and Overseas customer sites as required by the company to provide onsite customer Support.
- To be aware of all department KPI鈥檚 and help to maintain targets.
- Provide daily support to internal departments, UK and overseas product specialists via e-mail, TeamViewer, Microsoft Teams, or telephone.
- Co-ordinate and prioritise departmental requests in agreement with the GPS Manager.
- Provide product requirement specifications for new products and features agreed with the GPS Manager.
- To provide installation and field support for PM/Mid/Low document systems.
- Act as the second line escalation of high call UK sites and customer complaints, developing action plans and seeing through to a resolution.
- Liaise with R&D and the QA departments to continuously improve product quality.
- Provide technical training and training support documents as required.
- Provide technical documentation relating to product installation, maintenance and fault finding to the drawing office as required.
- Conduct product demonstrations, both physical and virtual, for the UK and overseas sales teams.
- To maintain an overview of departmental and company procedures and discharge any specific responsibilities contained within them.
- To liaise and communicate with other departments within the Company.
- To inform and appraise the GPS Manager as appropriate.
- To always ensure that, in the discharge of responsibilities, the requirements of Health and Safety at Work are met.