Technical Support Engineer (Tooling Manufacturing)

Technical Support Engineer (Tooling Manufacturing)
Job description
I Holland Limited is the most well-known producer of tablet punches and dies in the world. We have been in business for 75 years and are a true British industrial success. Thousands of customers in over 100 countries rely on us to supply precise tooling solutions based on our decades of experience, research, and engineering know-how.
Job purpose
To provide technical advice and support to our external agents and customers, as well as internal work colleagues and to minimise problems related to our products and services.
Principal duties & responsibilities
* Respond to and record technical pre-sale product (PharmaCare and Tooling) enquiries within 24 hours.
* Support after-sales enquiries and complaints.
* Assist with the organisation with the delivery of a Company induction program for new recruits.
* Assist in the development and presentation of training programs for equipment and tooling.
* Ensure successful integration of technical information/data, to maintain a professional approach by customer-focused internal personnel
* Provide the Marketing Department with technical bulletins and case studies for advertising and promotional activity.
* Attend exhibitions and accompany Account Managers/Agents on visits to customers in the role of technical advisor, promoting Customer Support Group knowledge to end users and developing relationships to increase business opportunities
* Visit customers globally to complete Warranty and Service Contract work.
* Promote and renew Service Contracts for PharmaCare products.
* Provide detailed written reports of contacts and visits to customers.
* Keep up to date with, and report on, competitor products.
* Help to identify new product opportunities through customer discussions and problems.
* Help with the development of new products.
* Take ownership of customer complaints relating to products and services within your own working areas.
* Provide technical support for the purchasing department relating to products within your area of expertise.
* Maintaining cost control over supplier pricing and making sure all products are up to date within our ERP System.
Nature and Scope:
Position held will, under the direction of the Research, Development & Quality Systems Manager, provide technical support and advice to all departments as well as external customers and agents. The post holder will often work unsupervised, for example when working off-site. The position will involve travelling to customer sites and therefore, overnight and foreign travel will be required.
Key Performance Indicators:
* Reduced customer claims
* Increased customer satisfaction
* Shared technical knowledge and accessibility
* Increase service contract levels
Key performance indicators in line with core values
* Customer focus: High responsiveness to requests. Sense of ownership.
* Speed of response: Timely completion of all plans, tasks & assignments, both individual & team related.
* Pride in what we do: Work consistently exceeds expectations. Interacts with other departments to improve quality of deliverables. Adheres to schedules to deliver a high-quality product.
* Continuous improvement: Promotion by taking the initiative to identify issues and providing solutions with the goal of reducing cost and improving performance. Generates and implements multiple beneficial new ideas.
* Honesty & integrity: Communications with stakeholders are proactive, professional, and always conducted in a positive way. Extremely trustworthy and dependable.
* Positive attitude: Enthusiastic and can-do stance. Demonstrates a positive impact on the business despite challenging conditions. Helps others to remain positive.
* Compliance with all policies, procedures, and safety rules & regulations.
Applicants must have a full driving licence and a valid passport, with overnight visits to customers required on some occasions.
Terms and Conditions of Employment
Please note that any offer of employment is contingent upon the following conditions: agreement to a Disclosure and Barring Service (DBS) check, References/Background & Right to Work Documentation checks. The Company may terminate employment without notice if any documentation is unsatisfactory.
Job Type: Full-time
Pay: £26,000.00-£31,000.00 per year
Benefits:
* PRP - Profit-related pay
* Company pension
* Cycle to work scheme
* Free flu jabs
* Free parking
* On-site parking
* Store discount
Education:
* Certificate of Higher Education (required) - Recognised Engineering qualification eg. City & Guilds, HND, HNC
Experience:
* Industrial engineering: 2 years (required)
Language:
* 2nd language (Desirable)
Willingness to travel:
* 50% (required)
Work Location: Long Eaton, Nottingham / On the road
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