Technical Support Engineer

My client are looking for a Technical Support Engineer, as a brand-new addition to their growing Service & Automation Team. You will have proven experience as an engineer working with specialist machinery, alongside an ability to prepare technical documentation and be responsible for customer contact.

This role could suit an experienced Commissioning Engineer, with a desire to use their skillset in a more office-based and customer centric environment. Similarly, you might be a Service Manager looking for an opportunity to turn your expertise triaging and diagnosing complex technical issues, without the requirement to directly manage a team of your own. This role will bring together the key aspects of Technical Support; you will be the first point of contact for their clients, triaging technical issues, and providing remote support, whilst also being our subject matter expert, developing technical documentation, and delivering training internally and externally,

Key Responsibilities
Technical Support

• Be the first point of contact for clients experiencing technical issues.
• Provide remote support to customers and field engineers for mechanical, electrical and control systems.
• Provide first line fault diagnostics using PLC remote connections.
• Diagnose faults and recommend corrective actions for special-purpose machinery.
• Handle diverse customer queries through multiple channels including phone calls, emails, portal requests, and live chats.
• Diagnose and resolve technical issues while keeping customers informed throughout the process.
• Manage cases end-to-end from initial logging through to resolution, including escalations when necessary.
• Provide technical support on site to service engineers, when required.
• Provide customer relationship management during installation, maintenance and breakdowns.

Essential Skills & Experience

• Mechanical or Electrical Engineering Qualification and working experience
• Strong understanding of mechanical systems, electrical circuits, and control systems.
• Strong problem-solving skills, with the ability to diagnose complex technical issues
• Proficient in reading technical drawings and schematics.
• Familiarity with ERP and CRM systems.
• Ability to write and review clear, concise technical documentation and knowledge articles.

Desirable Skills & Experience

• Previous experience in a support or service engineering role.
• Exposure to special-purpose machinery (e.g., packaging, robotics, CNC, or bespoke automation).
• Experience with PLCs, HMIs, and automation systems
• Previous experience writing and delivering training