Technical Support Engineer

Acorn Recruitment Ltd
£20k - £25k pa
11 Aug 2017
20 Aug 2017
Contract Type
Full Time
Technical Support Engineer


A rare opportunity has become available to work for a leading business in Stratford-Upon-Avon for a Technical Support Engineer. This is working for a business with a strong branding and name within the logistics sector who are looking to continue to build on their exciting growth plans.

You will be joining a business who have an outstanding name in the market and who have exciting plans to to continue to grow their presence in both the logistics sector and many more sectors. They offer a comprehensive benefits package and excellent opportunities to progress your career.


Providing excellent customer service
oAnswer incoming calls in line with agreed service standards (e.g. timescales, greeting).
oRepresent the company in a professional and polite way in all dealings with customers.
o'Own' customer contacts, establish the facts, take responsibility for resolution.
oBe proactive in communicating with customers (e.g. suggest associated items that might benefit the customer).
oAct on/escalate customer complaints / feedback in order to prevent re-occurrence.

Offering technical support

oProvide customers with information about part options or variations as required.
oProvide remote technical support to help customers resolve problems via appropriate diagnostic processes.
oSupport customers to identify the correct part for their application via electronic catalogues and internal databases.
oHandle cross referencing queries from the Technical Helplines and from within the team.
oDraft technical bulletins.
oRecord calls in the Technical support database ensuring they are logged correctly and followed up through to completion.
oProduce technical articles for external publication.
oLiaise with suppliers and Product Managers over product technical issues to bring about rapid resolutions.
oInvestigate customer queries regarding application, fitting and operation of company supplied parts and accessories.
oWarranty claim processing.
oValidation of new product specification prior to introduction.
oInitiate product recalls.

Responding to customer queries

oInvestigate customer queries relating to part numbers, technical problems, warranty issues etc.
oCommunicate with others (e.g. Product Managers, suppliers, Branches etc) as necessary to resolve customer queries or complaints.
oAnswer customers' questions promptly and accurately.

Some UK travel occasionally

How to apply

If you believe that you have the skills and experience for the role - then please get in touch. We also offer a referral scheme for any candidates whose details are passed to us that we successfully place. If you have any further questions then please contact Niall Trimble at Acorn Recruitment

Acorn Recruitment acts as an employment agency for permanent recruitment.