Technical Support Specialist

Linx Printing Technologies
St. Ives, UK
20 Jul 2019
29 Jul 2019
Contract Type
Full Time
Linx Printing Technologies have an exciting opportunity for a Technical Support Specialist to join their growing team in St Ives.

Job Title: Technical Support Specialist
Location: St Ives, Cambridgeshire
Salary: Competitive + Benefits
Hours: 08.30 - 17.00 (one hour unpaid lunch break) but there is a requirement to work 06.30 - 15.00 (one hour unpaid lunch break) every 6th week.

We would consider a graduate for this role.

Technical Support Specialist - About Linx:

We are a local Cambridgeshire business, based in the beautiful market town of St Ives, but also part of the globally renowned Danaher Group. Linx manufactures and distributes specialised thermal, laser, inkjet printers, supplies and services to SME's all over the world. Our uncompromising commitment to investment in R&D in an ever changing world is what makes us stand out from the crowd. This, along with our dedicated, expert after sales service and support is what makes us a cut above the rest.

Our state-of-the-art facilities, large open plan offices and communal dining area provide an inclusive and innovative environment for our 270 plus employees.

This is not your usual clock in/clock out manufacturing company, we are much more than that! We are engineers, we are scientists, technologists, assemblers, distributors and administrators. Most importantly we are a team. We believe in our people, in continuous training, in always researching and developing new ideas and processes, in listening, in motivating, incentivising and in recognising and rewarding talent.

Technical Support Specialist - The Role:

To assist Linx customers, distributors and OEMs worldwide, to answer detailed technical questions about Linx products and help develop their technical and customer service knowledge and processes. This role covers the full Linx range of industrial coding and marking equipment across Laser printing technology.

Technical Support Specialist - Location and Hours:

The successful candidate will be based in the St Ives office, primarily dealing with technical customer queries in relation to Linx's products via email or telephone. There will also be an expectation for a certain amount of travel to take place to customer sites to deal with more complex issues.

As it is a global role, flexibility may be needed to cover the distributor requirements. There may also be a requirement to work on bank holidays (approximately 2 per year). In such a case, advanced warning will be given and a day off in lieu will be granted.

Technical Support Specialist - Responsibilities:

- Manage and resolve technical issues raised by Linx customers and distributors, giving detailed and quality responses within agreed response times.

- Build successful relationships and partnerships within our distributor network.

- When necessary, visit distributors and customers to provide sales and service support, assist with on-site problem resolution and on-going technical issues, develop and implement action plans to assess and improve their technical capability.

- Lead regular conference calls to review open issues and coach distributors.

- Build effective relationships across the organisation to collaborate on escalated cases and report findings from field failures.

- Contribute to other projects within the business (e.g. new product development) to provide the customer and service engineer perspective.

- Ensure department targets and objectives are met with regard to customer satisfaction, case response time, case first time fix and number of closed cases.

- Develop the Technical Support Knowledge Base to help distributors in quick finding the correct solution to the problem.

- Authorise returns of faulty parts from the customers.

- Assist with the sample marking service when required.

Technical Support Specialist - Requirements:

- Degree level qualification in one of the following disciplines - engineering, mechanical or electronics.

- Interest and passion for technology.

- Skills and interest in troubleshooting.

- Customer Service drive and focus with proactive approach.

- Be able to communicate internally and externally through email and telephone.

- Good organisational skills, with the ability to manage own workload within given deadlines.

- Good interpersonal skills.

- The ability to work as part of a team.

- Competence in French or Spanish is desirable.

- Willingness to travel (when required).

- Driving Licence and Passport.

To submit your CV for this exciting opportunity, please click 'Apply' today!

Candidates with experience in the following roles are encouraged to apply: Technical Support , Technical Support Specialist , 1st Line Support , Electronics Specialist , Technician , Support Analyst , Support Engineer.

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