Due to continued growth, we are recruiting for a Technical Support Specialist to join our Service team here at Peak HQ in Inchinnan to cover the EMEA region. Please note that this is not an IT role.
THE ROLE: As a Technical Support Specialist, in our fast-paced technology manufacturing organisation, you will be the first point of contact for customers with technical enquiries across a large geographical area and product range. This high profile role demands a mix of technical acumen and fantastic customer service skills. This is a challenging role where no two days are the same, however if you enjoy solving problems and have a genuine desire to grow with an award winning organisation, this could be the perfect role for you.
Reporting to the Technical Manager you will be responsible for:
- Provide technical support in conjunction with the service management system.
- Respond to all incoming technical enquiries (telephone and email) in a professional, prompt and efficient manner to ensure total customer satisfaction.
- Prioritise incoming emails in order of urgency and respond within agreed SLA’s.
- Ensure all phone calls resulting in Field Service Engineer on site assistance are responded to and organised within agreed SLA’s
- Prioritisation of incoming emails and reporting escalated issues to EMEA Service Delivery Manager where required
- Management of the service bay to ensure in house repairs are turned around within agreed timescales
- Managing warranty part requests and working collaboratively with other service teams and managers.
- Strive to enhance and develop departmental processes to ensure continual improvement and optimum customer satisfaction.
You must have a proven track record in a technical support role and/or fault finding in mechanical systems.
THE CANDIDATE:
Your key attributes will include:
- Fault Diagnosis experience
- Robust knowledge of mechanical systems
- Good practical skills and a methodical approach to resolving problems
- Knowledge of CRM systems
- Self-motivation, with the ability to work autonomously
- Excellent time management skills with the ability to multi task effectively
- Good communication and interpersonal skills
- Strong telephone manner and Microsoft Office skills.
At Peak we target individuals who fit our culture and values, you will have a high degree of professionalism but appreciate our non- corporate feel in a fun atmosphere.
THE COMPANY: Peak Scientific Instruments is the global market leader in the design, manufacture and servicing of instrument gas generators for analytical laboratories in the life science and biomedical sectors. Established in the UK in 1997 near Glasgow (Scotland), where its corporate Headquarters, and high-tech manufacturing and R&D facilities reside, Peak is one of Scotland’s fastest-growing manufacturing businesses, with over a decade of sustained high growth and a significant local presence in every continent – including major operations in North America, China and India.
There is a competitive remuneration package and the opportunity to develop within a rapidly expanding technology manufacturing business, in a very energised and challenging environment. If you can see yourself in our global business, please click the Apply button.