Product Support Specialist

We are looking for someone to ensure that allocated products meet performance expectations for a company based in Royston. This is a predominantly office based role and you will share responsibility for all aspects of technical support.

* Provide remote technical support for customers and field personnel
* Ensure allocated service requests are closed down within SLA terms
* Co-ordinate the resolution of product related problems where solutions do not already exist
* Monitor the performance of allocated products in the field
* Maintain an online knowledge database for allocated products
* Co-ordinate software and hardware releases to the field
* Assist in the writing /editing of technical manuals
* Develop PM and other routine technical procedures for allocated products
* Manage content of engineer and customer training
* Liaise with specialists to assist customers in developing / tailoring their equipment applications
* Lead meetings with other engineering departments to share data
* Manage lines of communication with end users and other key groups
* Work with development departments to introduce new capabilities to the field


* HNC/HND or degree in Mechanical/Electrical Engineering. Experience in lieu considered
* High standard of electro-mechanical abilities
* Flexible approach to solving problems
* Accurate technical writing skills
* Strong communications skills
* Ability to manage meetings efficiently
* Team player
* Able to prioritise own work
* Take responsibility for work and actions
* Ability to use own initiative under pressure

The following skills would be highly beneficial:

* Product application skills
* Ability to train effectively
* Innovative
* Delegation skills

[ Royston, Hertfordshire, Salary range: £35,000 to £42,000 | vacancy reference : 32182 ]

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Tel: +44 (0) 1223 423267

Fax: +44 (0) 1223 420268