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Customer Support Engineer

Job reference:
CSE18
Location:
Clevedon
Salary:
Competitive
Job type:
Permanent
Opus Engineering are recruiting for a Customer Support Engineer to join its clients Customer Support Division.

 

Experience:

           

  • Capable of interfacing professionally with customers and suppliers.
  • Ability to drive project implementation.
  • Ability to develop technical solutions, compliant with requirements within agreed programmes and timescales.
  • Experience of utilising problem solving and root cause analysis tools in a manufacturing environment (Fishbone Diagram (Ishikawa) - Cause & Effect Diagram, 8D).
  • Excellent IT literacy, being a competent user of MS office.
 

Duties:

 

  • Provide professional and reactive technical support in mitigating and resolving product non conformities or application problems with our customers.
  • Support the regional customer support teams in diagnosis and problem resolution through own knowledge, analysis and consultation with Product Company support functions (product maintenance, applications and controls & software).
  • Provide customer support reviews, documentation and project deliverables for the introduction and maintenance (PM / CM) of new product families, systems and upgrades.
  • Drive technical information exchange with regional customer support teams for problem definition, validation testing and solution implementation follow up.
  • Document through reporting database all work to standards, producing detailed problem and status reports.
  • Document solutions and publish findings through the most appropriate means to ensure continued development of the knowledge in the field.
  • Ensure lessons learnt in the field are effectively reported back to the global customer support organisation.
  • Provide training support for customers and local customer support teams when needed.
  • Plan and control personal work to ensure assignments and solutions are delivered to time and budget, and support the detailed planning of actions as required.
  • Create progress reports for own work.
  • Support the analysis of root cause for safety incidents and product / process non conformities.
  • Drive through continuous improvement of the customer Support function.
  • Develop a collaborative relationship with customers, regional company organisation (Customer support, applications and key account teams) and Product Company support functions (product maintenance, applications and controls & software).
  • Up to 25% of time may be spent travelling globally.
  • Commitment to the safety of our employees and customers;
  • Support internal and external quality management and EHS audits
 

Education:

              

  • Engineering degree or apprenticeship with relevant technical experience.

 

 

 

 

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