Job Description

'Recruiting for your future success.’
Our Client is a global technology company that develops, manufactures, and markets products and services for worker safety monitoring. The solutions deliver safety, security, and location awareness through innovative wireless hardware and custom user interfaces, including mobile, messaging, and web services. The company vision is to become the leading supplier of wirelessly connected worker safety monitoring products in the world.

Job Duties

The role of the Customer Support Technician (CST) is to ensure customers are back up and running as soon as possible. The CST will liaise with the customer support team and customers, sending replacement devices and receiving them back in and testing them. You will be responsible for all thing’s RMA related, from advance shipment, chasing returns and shipping faulty units back to HQ. You will also work with the Technical Service Manager sharing common faults and trends, feeding this back. You will report to The Customer Support Team Leader.
 
Duties (include but are not limited to):
·        Performs diagnostics, maintenance, and repairs where required on devices while maintaining company and industry standards and adhering to time constraints
·        Tests devices and communicates issues to service manager and service advisors; conduct additional repair work as advised by managers or advisors
·        Uses manufacturer equipment to ensure diagnostics, testing, and repairs are thorough and to highest quality
·        Maintains a working knowledge of products to enhance and improve that knowledge with new products and new industry standards, practices, and technologies
·        Replaces parts and components and keep detailed, organised records of all repair work done on each device
·        Keeps work area clean, neat, and to company standards, especially to ensure safety of all team members
·        Communicates with service managers about parts ordered, parts required, and timeliness of order completion
·        Work with the customer support team, ensuring all processes are followed, customers are back up running and receive their devices in a timely manner. 
·        Managing stock levels for RMAs
·        A team player, using your own initiative, customer focused. 
·        Booking collection and shipment of devices with DHL/UPS
·        Generate repair reports, detailing the faults, explanations and remedies. 

Benefits

£21-23k per annum | Mon-Fri 8:30-5 | Excellent Holiday Allowance/Company Share Scheme/Life Insurance/Pension/Company Events/Great Company Culture | Problem Solving/Troubleshooting/Technical Faults/Customer Service/Repairs/Logistics/Ordering Parts and Equipment/Liaison with Headquarters/Quality Assurance/Testing | Understanding of Technical Products/Attention to Detail/Good Communicator/IT Skills | Passionate Team/Believe in Product/All Hands-on Deck

Applicant Specification

·        Excellent communication skills with a natural ability to solve problems
·        Excellent time management and organizational skills
·        Self-Starter
·        Technically minded, preferably with some experience in quality/testing/hardware
·        A team player with the proven ability to interact effectively with other groups, departments, clients and partners
·        Must be detailed-oriented and accurate in all work activities
·        Proficient in Microsoft Office, PowerPoint, Outlook, Word and Excel
·        Ability to travel internationally without restriction as required (including an in-date passport)
·        Ability to work remotely as required
·        All employees will have a DBS check undertaken on offer of employment

Contacts

PLEASE NOTE WE RECEIVE A LARGE NUMBER OF APPLICATIONS PER VACANCY AND UNFORTUNATELY CANNOT RESPOND TO ALL APPLICANTS. THEREFORE, IF YOU HAVE NOT HEARD FROM US WITHIN A MONTH FROM APPLICATION DATE, IT IS LIKELY THAT YOU HAVE BEEN UNSUCCESSFUL.
 
If you have been successful, we will contact you by the phone and begin taking you through our step by step recruitment process, doing our upmost to ensure the role is right for you, ascertaining your suitability in the process. This process will all be explained on initial contact.
 
If you are interested in the role and have further questions, please don’t hesitate to call us on 01206 984042 to speak to one of our team members confidentially. 
Salary
£21-23k per annum DOE
Employment Terms
Full-time
Working Hours
Mon-Fri 8:30-5
Employment Duration
Permanent
Location
Colchester
Posted
5 January, 2022

Complete your application for: Customer Support Technician