Senior IT Engineer taking ownership of complex issues and mentoring junior engineers at a hybrid role in Edinburgh. Engaging with clients and ensuring IT systems security and reliability.
About the role
- Technical Customer Support offering client assistance via phone and email for gas detection solutions. Collaborating with internal teams to ensure equipment safety and reliability.
Responsibilities
- Provide technical support and customer service by phone and email, ensuring quality, clarity and a strong focus on customer satisfaction.
- Assist non-technical end users and IT professionals, ensuring clear and accessible communication.
- Deliver technical support and warranty services for Authorized Service Centers.
- Maintain proactive communication with customers throughout the service cycle, from diagnosis to resolution.
- Record detailed information and incidents in the CRM (Salesforce) and follow up on tickets until completion.
- Collaborate with internal teams to achieve fast and effective resolution of requests.
- Stay up to date on products, procedures and internal processes.
- Diagnose, repair and calibrate gas detection equipment, ensuring safety and compliance with technical standards.
- Perform corrective and preventive maintenance, installations and technical inspections.
- Work in accordance with internal quality procedures, reporting any anomalies to the supervisor.
- Contribute to continuous improvement initiatives (Kaizen).
- Safeguard equipment integrity and maintain a clean, organized and safe work environment.
- Clarify technical questions regarding the company’s equipment.
- Accurately complete technical documentation, ensuring traceability.
- Report customer complaints to the immediate supervisor.
- Perform other related duties as required.
Requirements
- Minimum of 2 years of experience in technical support or customer service.
- Experience with phone and email support.
- Excellent verbal and written communication skills.
- Comfortable with frequent phone-based customer interactions.
- Organized, detail-oriented, flexible and able to work independently and as part of a team.
- Commitment to procedures and quality standards.
- Intermediate level of Spanish.
Benefits
- Health and dental insurance
- Life insurance
- Meal allowance and grocery voucher
- Transportation allowance
- Training programs and technical certifications
- Opportunities for internal career growth
- Collaborative environment with a focus on continuous improvement
- Balanced working hours and wellness practices
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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