Customer Technical Support

19 Apr 2019
21 May 2019
Contract Type
Full Time
Our client a dynamic and growing company requires a similarly dynamic individual to take responsibility for the day to day remote technical support for B2B and end-user customers, across their innovative, evolving and sophisticated dental equipment hardware and software portfolio. Also supporting the team supervisor with the smooth operation of the field technical team when necessary. Ensuring focus is customer-centric, while remaining within agreed company boundaries, you will enthusiastically contribute to the continuing development of our premium brand.

oPermanent role with earliest possible start date.
o37.5 hours per week, typically 9-to-5, occasionally flexible based on the needs of the business.
oBased at our Coventry HQ with occasional travel.
Excellent Benefits

With new product sales, spare parts, service and particularly remote support within your remit, accurate and swift response times are essential. Equally essential will be the scheduling of our highly skilled field technicians' calendars to ensure the most effective use of their time and the optimum end-user customer experience. Day to day responsibility for remote hardware and software support will rest with this position, supported by others, both internal and escalating to the field technical team when necessary.
You will be given extensive manufacturer training and on-going support, but it is necessary for you to already possess a solid technical understanding, possibly gained in a similar role, supporting a technical product over the phone and remotely for B2B customers, including remote access IT support.
You will be self-motivated and keep up to date with the latest technologies relating to your role and strive to learn new and improved ways to contribute to the business.
oAnswering, filtering and prioritising emails and telephone calls, then assisting with queries directly, or across the wider team.
oIdentifying individual equipment, spare parts details and prices, then ensuring the processing of these enquiries in a timely manner.
oProvide for effective 1st line technical trouble-shooting - phone and remote dial-in.
oAssist B2B distributor partners and end-user customers with sales order processing (SOP) and purchase order processing (POP) for spare parts and capital equipment.
oAssist with day-to-day stock management utilising our ERP system.
oProcessing of warranty items, returns and credits from end-users, B2B distributors and suppliers, including our parent company based in Finland.
oSupport the scheduling of the field tech team.

Qualifications & Skills
oFurther education qualifications in maths and English, plus and IT qualification highly desirable.
oThe ability to communicate effectively, verbally and in writing, at all levels, and behave accordingly within an office environment and remotely when within a dental practice.
oExcellent time management skills whilst simultaneously achieving a high level of quality and productivity.
oShow clear initiatives to expand technical know-how in accordance with a developing product portfolio and general business development.
oA good understanding of mechanical, pneumatic and electrical engineering, also remote first-line IT support - hardware, networks and software.
oAbility to read and interpret exploded product CAD drawings.
oFull UK driving licence.
oAn awareness of manual handling advantageous - training can be provided.
oMost importantly, a demonstrable can-do attitude and a preparedness to get stuck in and help colleagues and the company be successful - if this does not describe you, best not to apply.

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