Product Performance Technician

Location: Norfolk

Salary: £35000 - £40000

Date Posted: 03/04/2024

Consultant: Lewis Woollard

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Job Overview: Our client is currently seeking a motivated and experienced Customer Technical Support professional to join our Technical Services team.

This position will primarily focus on providing technical support to customers and agents across Europe and South Africa, ensuring the efficient operation of products and promoting customer satisfaction.

Key Performance Indicators:
  • Successful management of all customer performance issues.
  • Efficient and timely contribution to all Market Management Group.
  • Completion of product and new testing.
  • Customer satisfaction scores.
  • ABRA compliance.
  • Planned visit compliance.
Key Accountabilities:
  • Continuous improvement and development of product performance at customer sites.
  • Provision of technical support to customers and agents.
  • Development of communication between business, agents, and customers.
Key Duties and Responsibilities:
  • Conduct audits of installed equipment and field service effectiveness visits.
  • Participate in product/component trials and develop a complete understanding of customer equipment requirements.
  • Investigate and develop improvements in collaboration with engineering and production teams.
  • Support the Market Management Group in various regions worldwide.
  • Advise agents on equipment enhancements and provide coordination function for specific agent support.
  • Translate equipment requirements to enable linkage between engineering and marketing functions.
  • Train sales & marketing, agents, and customers on equipment features.
  • Visit potential customers worldwide to ensure correct specification of systems.
  • Establish and maintain a case study file advising typical installation layouts.
  • Liaise with third-party equipment manufacturers to ensure correct integration of equipment.
  • Adhere to all statutory requirements including health and safety regulations.
Person Specification:

Essential:
  • Bachelor’s degree in an appropriate discipline.
  • Knowledge of QA or agronomy procedures.
  • Process engineering knowledge.
  • Proven experience working with agents, customers, and internal stakeholders of an international organisation.
  • Proven knowledge of customer service.
  • Ability to manage operational budgets and produce/read reports.
  • Intermediate level proficiency in Excel, Microsoft Word, Outlook.
  • Strong analytical skills and ability to communicate effectively.
  • Ability to read, speak, and comprehend in different languages.
  • Full UK driving license with no travel restrictions.
  • Excellent telephone/email manner to deliver good customer service.
  • Willingness to take ownership of tasks and maintain focus to timely completion.
Desirable:
  • Experience in managing worldwide-based company operations.
  • Worldwide travel experience.
  • Strong Excel skills including vlookups, sumifs, pivot tables.
  • Experience in experimental design.
  • Driven and self-motivated personality.
  • Organised and methodical approach to tasks.
  • Initiative to identify potential areas of improvement and make suggestions.
  • Interest in investing time to develop system knowledge.
Sound like something you would be interested in? Hit apply or contact Lewis direct on 01603 415 100.