Desk Technician

 

Main characteristics

Location

Buckingham, Buckinghamshire

Company

MPI Limited

Salary

£27000 - £33000/annum

Employment type

Permanent

Category

Engineering

Job summary

MPI is looking for a permanent Help Desk Technician, for our client based in Buckingham

Salary: 27k 33k per year, depending on experience

Full time, Monday to Friday

POSITION SUMMARY

Reporting to the Technical Services Manager, the Technical Services Technician/ Help Desk Technician is a critical role within the operation. Working within a UK based team, linked closely with the engineering department, to provide technical support and guidance to regional teams, our global distributor network and end users of specialist equipment via the Technical Help Desk.

OPERATING ENVIRONMENT

A cutting edge, engineering driven business focusing on high performance, automotive diagnostic solutions within the aftermarket segment. Products cover GDI, DPF, Diesel, Hybrid and Electric applications and use the latest in connected technology to ensure market leading user experience. All products are controlled by bespoke design software applications providing direct contact between client and the machines in the field. Work in this area is critical to the future roadmap for the business as it continues to evolve and find new opportunities in the dynamic and exciting automotive industry.

KEY ROLES AND RESPONSIBILITIES

* Fault find technical issues, remotely (telephone, email, live chat, skype, TeamViewer etc.) guiding technicians through complex diagnostics to a fast resolution.

* Investigate reported bugs and other customer issues, working closely with engineering and quality teams within the business to find and provide solutions

* To record all communications & after sales needs in a cloud based ticketing system. Including Technical Enquiries, Warranty transactions, Shipping, Returns, Quotations, Repairs & Invoicing.

* The investigation and repair of equipment returned as and when required

* Regional Incident account management of key territories.

* Regularly review open enquiries with customers/distributors & internal teams to ensure they are actively updated and progressed to meet response & closure targets.

* Work with Engineering and Operations teams to progress Continuous Improvement and value add solutions for customers.

* Produce and maintain technical content to be published in an online Technical Help Centre (documents, videos, etc.)

* Produce and distribute Customer Technical Bulletins.

* To assist with the testing, introduction & release of new products when required.

* To assist as required in conducting customer training.

* To support the out of hours on call rota.

* Based in Buckingham very occasionally there may be travel to Customers sites where you will be working directly with equipment and technicians in the installation, commissioning, training, assessment &/or repair of equipment.

Safety and Health Responsible for completing required safety training, reporting and correcting any unsafe practices as appropriate, completing work activities in a safe manner, and complying with safety and health requirements for respective position.

EDUCATION AND EXPERIENCE (Minimum Qualifications)

* City & Guilds, ONC or HNC in Electronic/Electrical Engineering or equivalent, as well as experience in Mechanical Engineering.

* An understanding of pneumatic and/or hydraulic Engineering

* Reading, understanding & interpretation of technical assembly drawings including hydraulic, pneumatic and electrical circuit diagrams

* Experience of capital equipment would also be an advantage

* A background in field service &/or technical help desk work

* Experience of working with software driven equipment

* The ability to fault find and visualize technical problems

* Experience in a customer facing technical role

* The ability to positively interact with customers at all levels of skill

* An excellent communicator, particularly in circumstances where local language isnt native to you

* The ability to multitask and prioritize many open enquiries and customer demands simultaneously

Expected skills & competencies

Be a team player, comfortable working in a small team and building strong professional relationships.

Have the ability to organise and take responsibility for their own work.

Have a proactive approach to work and be good at problem solving and suggesting new ideas.

Have the ability to communicate effectively at all levels both internally and with customers.

Be flexible and keen to assist in a variety of ways on a variety of projects.

Be confident and have a Can Do attitude.

A multi-tasker and a finisher

Must be willing to "think outside the box" and willing to take calculated risks