Technical Support

JOB TITLE: Technical Support
DEPARTMENT: UK Service
REPORTS TO: Technical Support Manager

OVERVIEW:

This is an office-based role that will include an array of administration functions to more in-depth technical aspects

• First point of contact for support requests and triage where possible

• Checking service reports for clarity and amending if required

• Issuing of completed version one service reports in a timely manor

• Checking service reports for any follow up parts requirements

• Manage the parts identification process

• Liasing with customers for any advisory actions following site visits

• CRM System back-office support

• Ensure all communications are issued through the CRM system

• Updating of work plans/checks as advised by Technical Support Manager or the Service Manager

• Provide monthly reports on cases/work orders/service appointment

• Cover office during holiday or sickness periods

• Assist with support for both machine and Steel Projects related issues

• Ensure technical manuals are up to date and reflect what is on our server and CRM system

• Proactively provide customers with updates relating to ongoing cases/issues

• Bring to the attention of management any escalating situations

• Any other duties as reasonably requested

This job description is intended as a guide to the main responsibilities of the post, and the post holder will be required to undertake such duties appropriate to the position as may be required by the Management team to ensure the smooth running of the service department.