Customer/Technical Support - Electrical & Electronic Systems

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 manner
Manage multiple priorities and simultaneous activities
Liaise with other department to ensure spares and repair parts are available
Process replacement parts to meet or exceed customer expectations
Ensure failed / faulty parts are collected and investigated
Record accurate data records and provide monthly management reports / analysis
Work in accordance with company rules, policies and procedures
Continually improve your knowledge of Sargent products and supplied parts, becoming a company expert
Additional duties:
Support and assist the team and business with business improvement activities
Visit customer sites to offer direct support and training activities
Attend product shows and exhibitions*
(These occasional activities may require time and travel outside of normal working hours).
Skills
The 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 information
The skill to simultaneously balance direct customer calls with operational administration (e.g., chasing repairs, tracking quarantine components).
Behavioural Competencies
Approaching 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. xwzovoh 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.