Omega
Customer Support Engineer
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Job Title: Customer Support Engineer
Location: Whitney
Salary: £32,000 - £33,000
Hours: 8am-4:40pm Mon – Thurs / 8am-1pm Fri
Role Purpose
The Customer Support Engineer provides technical support to customers and assists with service activities throughout the product lifecycle. The role supports customers with troubleshooting, repairs, and technical enquiries while working closely with Engineering, Manufacturing, Test, and Service teams to deliver excellent customer service.
The successful candidate will develop a strong product understanding and contribute to improving customer satisfaction by providing timely technical assistance and maintaining accurate service records.
Key Responsibilities
Customer Support
- Respond to customer support enquiries via telephone, email, and video calls.
- Assist customers with technical fault finding and product operation.
- Keep customers informed of progress and expected resolution times.
- Escalate complex technical issues to senior engineers where appropriate.
- Provide professional and courteous customer service at all times.
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Technical Support
- Assist in diagnosing mechanical and electrical faults.
- Support customers through structured troubleshooting procedures.
- Recommend replacement parts and repair options.
- Record faults and corrective actions accurately.
- Develop technical knowledge of products.
Service Administration
- Maintain accurate support tickets and service records.
- Raise quotations for chargeable repairs and service work.
- Process support orders within Sage.
- Prepare shipping paperwork and route cards where required.
Product Support
- Provide technical assistance to Manufacturing, Test, and Sales when required.
- Assist with testing systems prior to shipment.
- Assist with software testing where required (no programming experience necessary).
Customer Care
- Follow up customers after service work has been completed.
- Collect customer feedback.
- Identify opportunities for service work or product upgrades and pass them to the Support Manager or Sales team.
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Qualifications & Experience
- Engineering or Scientific background.
- A Levels, apprenticeship, or equivalent engineering qualification (desirable).
- Good mechanical aptitude.
- Experience in a customer support or service environment.
- Basic electrical fault-finding skills.
- Good computer literacy.
- Excellent communication skills.
- Strong organizational skills.
For further details, please contact Nick Sollis – 01453 829767 or email your CV to nick.sollis@omegaresource.co.uk
Omega Resource Group are an employment agency specializing in opportunities at all levels within the Engineering, Aerospace, Automotive, Electronics, Defence, Scientific, Oil & Gas, Construction, and Manufacturing sectors.
We are always seeking Engineering Staff, Senior Managers, Skilled and Semi-Skilled Machinists, Mechanical Fitters, Electrical Fitters, Quality Engineers, Materials Science Engineers, Maintenance Engineers, Electronics Engineers, Test Technicians, Technical Authors, and Laboratory Technicians to name but a few.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
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