Job Description

Job title: Product Support Technician
Hours: 9:00am-17:30pm
Location: Malvern

My client is a growing multinational technology company who, due to rapid growth and investment are looking for a Product Support Technician- the first role of its kind within the company. The company has an excellent reputation for developing and nurturing their staff through high quality training and exciting progressive opportunities. The work environment is dynamic with 20% of your time travelling throughout the UK as well as the opportunity to travel abroad.

Product Support Technician responsibilities:

" Serve as the UK based Technical system and Product Expert, providing world class customer service in the diagnosis and resolution of technical product issues (both Hardware and software)
" Liaising with the offshore IT, Technical and Product Development teams to identify, troubleshoot and resolve complex issues.
" Work with the teams collaboratively to gather product feedback
" Receive, analyse and resolve all technical support requests within a timely manner, providing regular follow up correspondence to ensure customer satisfaction and full issue resolution.
" Responsible for the diagnosis of any software, database, electrical and mechanical issues with the system
" Attend and participate in daily product meetings, presenting and sharing relevant product information including plans, roadmaps, issues and product status as well as providing insights into production use
" Receive and process new customer set ups and existing customer modification or updates as requested by the team
" Managing enquiries both internally and externally, and ensuring appropriate prioritisation by managing the ticketing system
" Ensure first time resolution targets are met
" Perform product disassembly to diagnose issues, basic electronics repair
" Travel to site to investigate product issues and plan resolutions and manage the 'on call' phone for periodic evening/weekend call outs

Product Support Technician desired Skills and Experience:

" Background in Electrical Engineering (Graduate or other)
" Hardware and software operations experience
" Previous experience serving and repairing electro-mechanical products
" Full Clean driving licence

For more information on the Product Support Technician, please contact Chloe on 01905 731591