Our client is one of the UK’s market leaders in the specialist area of automation and materials handling solutions. They are now seeking to recruit an experienced and highly enthusiastic and self motivated Technical Support Hotline Engineer to manage a diverse range of “live issues” and expectations of an extensive UK wide customer base through the effective application of the 24/7x365 hotline support service.

Reporting to the Systems Support Manager, the successful candidate will undertake a range of duties and support activities to a range of internal and external customers, including the provision of a 24 x 7 technical support function, and ensuring its’ availability to all customers via support desk cover, and performing maintenance activities to ensure such consistent and robust delivery is sustained.

Additionally you will make recommendations and improvements through a continuous improvement process that delivers the highest level and quality of service to our client base, and undertake the resolutions to client issues, supporting and assisting the account management team and performing site visits as appropriate. You will review statistical monthly data for site MHE equipment and create technical plans for issues raised, and also prepare upgrade and enhancement quotations, produced on time, to a professional and highly accurate standard. 

You will also assist the business in the delivery of upgrade & enhancement presentations to clients when required, whilst effectively managing the escalation procedure of customer issues when required, ensuring the proactive management of technical issues within the Customer Support team at a field based level, and approving decisions, requests, expenditure and recommendations on behalf of senior people in their absence, according to agreed guidelines and policies and integrating with the support function counterparts to deliver a seamless and enhanced service, therefore effective communication skills are a critical requirement for the role.

To be considered for this varied and challenging role, it is essential that you possess a full driving licence and be qualified to at least HNC level in a relevant engineering discipline. You will demonstrate proven experience in the provision of Aftersales support, and comprehensive technical knowledge of PLC software and motor control systems with the ability to read CAD drawings proving distinctly advantageous.

In return an excellent remuneration and benefits package are available for a suitably committed and capable electrically biased technical support professional.