Technical Support Engineer - Leicester

Our client is currently seeking a Technical Support Engineer to provide outstanding technical support to their service contract customers and be a self-motivated team player with a willingness / desire to grow professionally and be able to prioritise work load for the benefit of the company. 

You will require excellent communication and interpersonal skills and have a strong technical knowledge particularly of Biomass Boilers with experience of M&E activities within a plantroom environment.  (Experience of oil and gas boilers would also be a distinct advantage but not essential) The role will require ongoing enthusiasm combined with a consultative approach with an attention to detail. You will also be required to implement new requests according to business needs and be able to stay current with biomass boiler technical updates as well as liaising closely with other areas of the business such as finance, service and project management for the good of the customers and the company.

Key responsibilities include:

• Responsible for providing technical support to our clients existing and new customers as well as some existing installers for their biomass boiler assets
• Provide accurate information and technical guidance to their service contract customers, service delivery team and field service teams.
• To ensure contract customers technical questions are answered in a timely and professional manner.
• Ensuring all documentation and supporting systems are updated fully and information distributed to relevant parties ensuring they have the latest up to date technical knowledge 
• Good understanding of requirements for spare parts and boiler make up
• Supporting the service admin staff in ensuring correct parts are supplied to engineers
• Provide occasional technical support to their field service teams while ensuring the site engineers have the latest up to date information.
• Supporting the warehouse in times of high demand.
• To offer outstanding customer service
• Work closely with the aftersales team to minimize site issues and partner technical requests
• Maintain complete and accurate customer contact information on salesforce and other details as necessary.
• Maintain your product knowledge through training sessions with engineers. 
• Occasional fault-finding site visit to build on experience and knowledge

Advantageous but not essential:

• Mechanical & electrical / engineering knowledge
• Knowledge of biomass boilers
• Knowledge of CRM system
• Knowledge of customer service & service delivery
• Knowledge of plantroom services and environment
• Knowledge of oil and gas boilers (preferable but not essential)

Skills & Experience 

Technical

• Biomass boilers
• Oil and gas boilers 
• Plantroom services and equipment
• Follow internal & team procedures 
• Mechanical & Electrical knowledge 
• Fault finding / problem solving 
• IT Literate Establishing costs for repair / remedial works 
• Generation of proposals / quotations  

Personal

• Works well under pressure / fast moving environment
• Team player
• Self-motivated / enthusiastic
• Good written and communication skills
• Decision making 
• Customer service 
• Flexible
• Abilty to Plan & Organize work load

Package:

• Salary £27,000 - £30,000
• 37.5 hours a week
• Pension after probationary period
• 25 days annual leave plus bank holidays