As the Technical Support Engineer, you will be based in the North working alongside a team of Technical Services and IT Engineers to provide technical support to our customers in Scotland and Northern Ireland who are heavily reliant on our products to help provide eye care for their patients.
The successful candidate will be a team player with a can-do attitude who will work closely with our customers to improve their experience with Heidelberg Engineering Limited through the hands-on provision of technical solution.
Through effective communication and problem-solving skills, they must be able to build strong relationships with customers and serve as a reliable point of contact for technical inquiries and resolutions. As a member of the Service Delivery Team, you will be energetic, structured, and detailed individual who has the passion to drive continual customer focused service through the identification of performance improvements. The post-holder will be critical in assessing customer’s varied needs and the provision of optimum technical solution.- Be capable of leading repair, maintenance, and installation activities through the complete customer acceptance, both technically and administratively.
- Ensure functions are performing in accordance with our Service Level Agreements.
- Be a part of the development and implementation of technical strategies, ensuring compliance with industry standards and regulations.
- Ensure the highest quality of service is provided at all times.
- Represent the company as a technical expert in discussions with external organisations including suppliers, potential customers, and existing customers.
- Develop and maintain technical expertise across Heidelberg Engineering products.
- Maintain clinical and technical knowledge to stay current with technology and product applications.
- Be responsible for the identification and resolution of customer issues, formulating cost effective service delivery plans and then following through to produce the requisite service activity documentation.
- Identify root causes to issues with a view to resolving these permanently to minimise recurrence.
- Accurately and consistently perform administrative functions including acknowledgement of dispatches, keeping appointments, on-time arrival, proper completion of company documentation including repair reports and expense reports.
- Undertaking support during periods of downtime or absence.
- Make emergency response technical visits, diagnose, and troubleshoot problems, perform preventative maintenance in clinical practices, perform technical upgrades and plan and carry out on-site maintenance.
