Product Support Specialist

Polytec Personnel Ltd
Royston, UK
16 Sep 2019
02 Oct 2019
Contract Type
Full Time
We are looking for someone to ensure that allocated products meet performance expectations for a company based in Royston. This is a predominantly office based role and you will share responsibility for all aspects of technical support.

• Provide remote technical support for customers and field personnel
• Ensure allocated service requests are closed down within SLA terms
• Co-ordinate the resolution of product related problems where solutions do not already exist
• Monitor the performance of allocated products in the field
• Maintain an online knowledge database for allocated products
• Co-ordinate software and hardware releases to the field
• Assist in the writing /editing of technical manuals
• Develop PM and other routine technical procedures for allocated products
• Manage content of engineer and customer training
• Liaise with specialists to assist customers in developing / tailoring their equipment applications
• Lead meetings with other engineering departments to share data
• Manage lines of communication with end users and other key groups
• Work with development departments to introduce new capabilities to the field


• HNC/HND or degree in Mechanical/Electrical Engineering. Experience in lieu considered
• High standard of electro-mechanical abilities
• Flexible approach to solving problems
• Accurate technical writing skills
• Strong communications skills
• Ability to manage meetings efficiently
• Team player
• Able to prioritise own work
• Take responsibility for work and actions
• Ability to use own initiative under pressure

The following skills would be highly beneficial:

• Product application skills
• Ability to train effectively
• Innovative
• Delegation skills

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