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Customer Support Engineer

Fillip Search Ltd
Closing date
30 Jun 2022

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Technology & New Media
Contract Type
Full Time
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About the Role

Reporting to the Customer Support Manager, you will be an integral part of a team dedicated to providing first class technical support to users of our engineering software. As part of a growing team, reflecting our increasing number of users worldwide, you will be key to representing and maintaining the high level of customer satisfaction for which we are held in high regard.

The customer model is high value and low quantity. The focus therefore is on building and maintaining strong relationships with existing and potential users enabling them to get the maximum technical benefit from their software investment.

Although primarily based at our HQ in Nottingham, UK, you will be involved in providing support to end users worldwide which include a large number of leading names in the industry. The role may require occasional travel to markets that we operate in to provide software training and/or support.

Primary Responsibilities:

·Providing industry-leading technical software support to end users, partners and resellers of our software in accordance with company processes and quality standards

·Be instrumental in working with end users and colleagues to solve technical engineering problems using our software

·Communicate with end-users both verbally (telephone/video call/face-to-face) and in writing/email

·Support the Sales Team by providing support to evaluators and giving demonstrations of the software either in person or via web-meeting

·When suitably proficient, be actively involved in providing detailed technical training in the use and best practice of our software via online and face-to-face methods

·Work alongside the Sales and Software Development Teams to ensure user requirements are captured for possible future software enhancement

·Input into the generation of technical and training documentation and resources

What you'll need to succeed

·Degree level qualification in Mechanical or Automotive Engineering with either 1st or 2:1 classification

·Proven experience of providing end-user technical support

·A strong desire to provide consistently high levels of customer support and recognition of the importance of customer satisfaction

·Excellent written and verbal communication skills, both with internal and external stakeholders

·Able to clearly communicate technical data and explanations to customers

·Strong problem solving and analytical skills with an attention to detail

·The ability to undertake international travel to provide support and/or training

·Self-motivated, able to work as part of a team and also on own initiative

·Able to manage own time and meet tight deadlines

While not essential, the following additional skills would be an advantage:

·Experience of transmission / driveline design and analysis

·Experience of FE modelling in Ansys/Nastran/Abaqus or equivalent

·Experience of .NET/Python or MATLAB programming

·Experience of delivering technical training to end-user

·Preparing end-user technical documentation and/or training materials

·Knowledge of Zendesk/Freshdesk or other help-desk platforms
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