Job title: Technical Support Specialist
Please ensure you read the below overview and requirements for this employment opportunity completely.Job purpose / scope:The main purpose of your role will be to deal with a range of technical and general enquiries about our products (largely electrical/electronic systems) in an accurate, efficient and timely manner. You will manage and coordinate the diagnosis of faults, supply of replacement parts, collection and examination of faulty parts, and the related administration tasks. Working closely with our technical team you will ensure high quality, accurate technical information is provided to our customers via telephone, email, through related forums/platforms and occasionally in-person.Main responsibilities:Deal with customer enquiries in a logical, efficient, timely and professional mannerManage multiple priorities and simultaneous activitiesLiaise with other department to ensure spares and repair parts are availableProcess replacement parts to meet or exceed customer expectationsEnsure failed / faulty parts are collected and investigatedRecord accurate data records and provide monthly management reports / analysisWork in accordance with company rules, policies and proceduresContinually improve your knowledge of Sargent products and supplied parts, becoming a company expertAdditional duties:Support and assist the team and business with business improvement activitiesVisit customer sites to offer direct support and training activitiesAttend product shows and exhibitions*(These occasional activities may require time and travel outside of normal working hours).SkillsThe ability to logically isolate and troubleshoot faults in electrical/electronic systems using engineering schematics, guides, and manuals and good working knowledge of electrical and electronic systems.The capability to efficiently process high volumes of inbound telephone calls and emails to maintain department service levels.Precision in logging accurate informationThe skill to simultaneously balance direct customer calls with operational administration (e.g., chasing repairs, tracking quarantine components).Behavioural CompetenciesApproaching complex electrical issues methodically, positively and logically rather than relying on guesswork.Commitment to meeting or exceeding customer resolutions.Dedication to continuous self-driven learning to become a subject-matter expert on proprietary Sargent products.Rigid adherence to quality standards, safety protocols, and company operational rules.Maintaining a calm, objective, and solution-focused communication style during peak (mainly) inbound traffic windows.Working hours: (39 hours per week. xwwtmva Monday to Thursday 7.45PM to 5 PM includes 45 minute unpaid lunch & Fridays 7.45 AM until 12.45PM).Currently based at our offices on Tokenspire Business Park, HU17 0TB with the view to move to the brand new Advanced manufacturing building off Grovehill Road Beverley, we are having built….