Customer Support Engineer

Role Purpose

The Customer Support Engineer provides technical support to customers and assists with service activities throughout the product lifecycle. The role supports customers with troubleshooting, repairs and technical enquiries while working closely with Engineering, Manufacturing, Test and Service teams to deliver excellent customer service.

The successful candidate will develop a strong product understanding and contribute to improving customer satisfaction by providing timely technical assistance and maintaining accurate service records.

Key Responsibilities

Customer Support

• Respond to customer support enquiries via telephone, email and video calls.
• Assist customers with technical fault finding and product operation.
• Keep customers informed of progress and expected resolution times.
• Escalate complex technical issues to senior engineers where appropriate.
• Provide professional and courteous customer service at all times.

Technical Support

• Assist in diagnosing mechanical and electrical faults.
• Support customers through structured troubleshooting procedures.
• Recommend replacement parts and repair options.
• Record faults and corrective actions accurately.
• Develop technical knowledge of products.

Service Administration

• Maintain accurate support tickets and service records.
• Raise quotations for chargeable repairs and service work.
• Process support orders within Sage.
• Prepare shipping paperwork and route cards where required.

Product Support

• Provide technical assistance to Manufacturing, Test and Sales when required.
• Assist with testing systems prior to shipment.
• Assist with software testing where required (no programming experience necessary).

Customer Care

• Follow up customers after service work has been completed.
• Identify opportunities for service work or product upgrades and pass them to the Support Manager or Sales team.

Qualifications & Experience

• Engineering or Scientific background.
• Good mechanical aptitude.
• Experience in a customer support or service environment.
• Basic electrical fault-finding skills.
• Strong organisational skills.