Customer Support Engineer

JB326: Customer Support Engineer

Location: Melksham

Salary: £35K - £39K

Overview:

First Military Recruitment are currently seeking a Customer Support Engineer on behalf of one of our clients.

Our client encourages applications from ex-military personnel however all candidates will be considered.

Duties and Responsibilities for the Contracts Supervisor:

• Deliver, help develop content, and certify trainees in ‘Train the Trainer’ courses for appropriate Avon Protection customer facing staff to support Level I, II, and II+ training in the field.
• Deliver, help develop content, and certify trainees in external courses for training Levels I, II, II+ and III in the field.
• Provide technical service and support in the field for customers experiencing warranty or maintenance issues with their products.
• Support Avon Protection’s HPW internal service centre in achieving and maintaining best in class service practices around Helmet, Thermal Imaging, and Respiratory product lines to maximise service support contract revenue and customer satisfaction.
• Clean, maintain, and test T&E (Trial and Evaluation) and training equipment to provide support for EMEA/APAC region, ensuring the best possible first impression is always made.
• Capture customer feedback and relay to relevant internal parties.
• Work within the Service Centre, responsible for conducting routine, yearly and scheduled services as well carrying out repairs to Avon’s and End users’ equipment.
• Provide reports for service work conducted and Update X3 service responses as per SOP’s.
• Conduct audits of partner service centres and provide reports and report findings to the Training & Technical Service Manager.
• Work closely with the Training & Technical Service manager and be prepared to take on additional tasks, as necessary for this growing department.
• Level of Travel: Medium- High 50-60%; Domestic & International.

Skills and Qualifications for the Contracts Supervisor:
Essential:

• Minimum of 5 years' experience with RPE safety/health, first responder, industrial or military products; Thermal Imaging, SCUBA/Rebreather will also be considered.
• Military, CBRN or First Responder background.
• Experience within respiratory protection or related products in a technical capacity.
• Excellent communication, teamwork, and time management skills.
• Demonstrated presentation creation ability.
• Demonstrated ability to deliver technical training and train others to do so.
• Demonstrated ability to interact directly with customers to quickly de-escalate and resolve concerns; ability to converse technically regarding RPE preferred.
• Demonstrated ability to work in a technical environment, overcoming language barriers and working through translators as necessary.
• Demonstrated experience servicing and maintaining equipment.
• Ability to work with and influence cross-functional teams including technical service, training, engineering, manufacturing, regulatory, product management, sales, and marketing.
• Confident Microsoft Office and PowerPoint user.

Desirable:

• Business systems experience (Sage X3, Zendesk)
• A second language (technical proficiency)

Benefits for the Customer Support Engineer:

• Competitive salary
• Up to 5% bonus
• 25 days holiday (plus bank holidays)
• Training and development opportunities including 24/7 e-learning on LinkedIn Learning
• Medical and health cash-back scheme
• Pension matched up to 7.5%
• Share incentive scheme.

Location: Melksham

Salary: £35K - £39K