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Graco
,
Coventry, West Midlands
Instrumentation Support Engineer
Overview
Job Description
The Technical Support Engineer will manage all technical support enquiries from our customers, across all communication channels - phone, email (direct or group) and web. The qualified candidate will record all technical support enquiries (cases) across all communication channels to support VoC analysis. Additionally, he/she will meet ticket / query performance targets to drive the customer experience. Customer Experience: Deliver an A+ Customer Service to our customers. Work to agreed processes and policies to ensure the customer experience strategy is delivered, including prioritised service levels as agreed through specific customer contracts. Ensure the way in which we handle technical enquiries delivers customer satisfaction, creating loyalty and advocacy to drive future value for our business. Respond to customer contact and resolving customer queries to the agreed targets, wherever possible resolving at first point of contact. Ensure our communications with customers clearly manage expectations, including providing pro-active updates where things change. Voice of the Customer (VoC): Act as VoC to provide feedback to the wider business on how customers perceive QED and how satisfied they are with the service and products provided. Carry out customer feedback calls and surveys as required. Based on customer contact into technical support, collate and assess customer insight to develop business cases to drive improvements that meet / exceed customer expectations. Working with NPI on product development and product updates. Utilise VoC data to pro-actively look for opportunities to reduce technical inbound enquiries, improve quality, reduce costs and improve customer satisfaction. Provide internal support: Provide internal support to the sales team to support growth targets, where required support calls / meetings with prospects and customers. If required support customer training / events. Support manufacturing / service with technical enquiries, including testing as required. Work with Marketing on translation of technical information and data into customer friendly FAQs, datasheets, product literature, presentations etc. Support testing processes for NPI. Special Projects: Support improvement projects across sales and marketing, specifically focused on (but not limited to) customer experience / CSAT and process / system improvements to drive changes that enable delivery of the growth plans. Key Performance Indicators: * Technical Support performance vs targets * Cases / day / engineer * Time to respond - initial response * Total support time * Remote fix vs onsite fix * Cases by product * Cases by customer * Case trends * Call performance vs targets * Calls per day / week / month / period - across all communications mediums * Average seconds to answer direct or transferred calls (within 15 seconds) * Abandonments levels direct or transferred calls (in and out of hours to be split) * Call reduction (due to improvements in online self-service journeys) / call trends * CSAT and NCP levels * Split by internal and external complaint source * Sliced and diced by type of issue * Pro-active customer communications * Query response times (product / parts / service) - day in day target achieved Knowledge * Customer centric outlook - puts the customer first. Professional, friendly, confident and positive when dealing with customers and prospects. * Cross-functional working expertise. * Has enthusiasm and tenacity to strive for continuous improvement. Works with a positive, can-do attitude. * Resilient, proactive and positive in challenging situations. * Ability to build relationships both internally and externally. * Confident with the ability to act on own initiative, has strong judgement and decision-making ability. *