Product Support SpecialisteRecruitSmart • Bedford, GB

Product Support Specialist

eRecruitSmart • Bedford, GB

30+ days ago

Job type

Permanent

Job description

We have an excellent opportunity for a competent and ‘hands on’ Product Support Specialist to join this global leader in the manufacture and supply of occupational hygiene and environmental monitoring equipment in Kempston, Bedford.

About the company

Our client is dedicated to reducing occupational and environmental health risks through effective monitoring solutions and have been providing precision instrumentation since 1799 and supplied eminent figures, including Charles Darwin, with instrumentation for exploration and scientific work. They offer smart solutions for monitoring noise, dust and vibration while continuing innovation ensures the next generation have the latest technology and expertise to aid health risk measurement.

About the role

As a Product Support Specialist, you will support the company in achieving its business objectives by delivering professional Product Support via a flexible 50 : 50 split between reactive technical support and product support duties and your key responsibilities will include :

Technical Support

Deliver customer satisfaction by resolution of support requests
Review, update or introduce new metrics that aid in delivering improved customer satisfaction
Monitor, report and reduce the number of touch / contact points by employees and customers in order to reach a satisfactory solution
Take prime responsibility for diagnosing and resolving customer technical / support issues.
Perform field service visits where necessary ensuring all follow up actions are performed, and customer is informed of progress at every stage
Monitor & reduce the demand on the engineering team from post-sales support, agree and define metrics
Deliver customer support that is second to none, driving increased customer lifetime value (CLV)
Feedback design, application and product improvement ideas to engineering function
Maintain a positive, confident and enthusiastic telephone manner with effective use of proficient spoken English
Maintain audit trails & analysis of all support enquiries
Promote / increase company credibility through smart effective support

Product Support

Answer questions from customers about the features and capabilities of products, primarily by telephone, email and Helpdesk software

Assist Area Business Managers (ABM) and International Sales Managers (ISM) and SU’s to meet their objectives for product demonstrations and training

Assist customers, distributors and SU’s in the effective use of their products through live chat and live over webcam where necessary

Provide input and / or create material for content; online tutorials and videos, service packs, flow diagrams, processes etc

Conduct product / software pre-testing from an end user’s perspective and advise internal teams of viewpoints and findings

Work in cross functional teams through the whole or parts of the NPD process to assist in bringing new products to market

Common Elements

Respond to technical enquiries ensuring that any problems presented are resolved to their satisfaction

Report on companywide product performance including log & analyse bug reports

Report on trends and common issues to product management and sales functions

Maintain an up to date and comprehensive knowledge of the Company’s products and services

Facilitate effective, efficient and appropriate responses to all incoming enquiries, thereby assisting Sales and Marketing managers and staff in meeting all customer service requirements

Lever every opportunity to upsell customers to latest products

Build and maintain harmonious working relationships and effective communication with colleagues across all departments in particular sales, customer service and engineering teams

About you

To be successful for the role of Product Support Specialist you must be / have :

Minimum of 4 GCSE’s (or equivalent) at grade C and above including Maths and English

Technical qualification to ONC standard or equivalent

Customer Service Experience

Experience of dealing directly with customers by telephone and email

IT skills with excellent knowledge of MSOffice especially Excel

Demonstrated ability working within a Quality Management environment

Hands on experience with electronics or measuring instrumentation such as : Pressure, flow, temperature, Noise

Strong English language skills, written and spoken word

Good telephone manner

Proactive, organised and able to prioritise workload efficiently

Ability to multi-task and deliver on competing demands

Effective problem solver and able to use own initiative

Team Player and effective communicator

Energetic and enthusiastic

Cultural Awareness

The ability to work collaboratively as a team member

Pro-active, self-motivated attitude to research and learning

About the salary and benefits

As aProduct Support Specialist, you will receive a competitive salary plus :

On-site parking

Easily accessible via A1 and M1 motorways

25 days (rising to 27) holiday each year plus bank holidays

Salary sacrifice pension from day 1

Free eye test with money towards glasses

Life assurance

Christmas shutdown

Enhanced maternity and paternity pay

Long service awards scheme

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Product Specialist • Bedford, GB

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