National Technical Support, PMLS, UK

Location: Huntingdon, UK | Peterborough, UK | Cambridge, UK | Leicester, UK | Northampton, UK | Milton Keynes, UK

Field-based, frequent travel to Huntingdon office for trainings

Salary: Highly Competitive + Outstanding Benefits + Fast-Track Career Growth

Position Overview

The Field Service team supports customers with their engineering requirements in the field. In this role, the team ensures our customers receive the best possible service support, and service is consistently of the highest quality.

The focus of this NTS role is around UK Training and Support. Which includes but is not limited to supporting customers with regular training, resolving problems, and repairs where required.

For the purpose of job classification, this position is field-based and reports to the Service Centre Supervisor.

Role Functions

• Respond to customer calls and emails during office hours, Monday to Friday, bearing in mind that customers must be contacted within 24 hrs of their initial call.
• Takes ownership of the Training Centre / Academy.
• Manages customer training requests and develops training plans according to training needs.
• Take responsibility for the arrangement, and delivery, of a technical training course schedule. To include both internal employees and external customers.
• Training types to include both webinar and face to face training. Face to face will be at both customer site and UK Huntingdon office.
• Further develop our UK technical training academy, which includes developing and maintaining a series of Web-based training videos, as well as developing new training materials for existing and future product lines to meet the needs of the customer.
• In conjunction with the Service Manager and Service Centre Supervisor, develop a step-by-step plan to turn the UK technical training academy into a profitable service business.
• Building Team Technical competencies.
• Assist the Service Manager and Supervisors by assessing team competencies and developing a technical training schedule for internal Technicians/Engineers.
• Assist the Service Manager by assessing 3rd party support engineers and developing a training schedule to bring their competencies up to the required level.
• Providing general support.
• Support both the Workshop and Field activities when required to ensure timely service delivery to our customers.
• Assist the service manager and service team by acting as an escalation point for technical queries.
• Support new and existing service team members with training and onsite support, which could include maintenance (PPM) visits and installations where required.
• Actively gather feedback from customers on all types of service support, not only in relation to technical training.
• Assist Service Manager and field supervisors with management of Field Service Goals relating to Customer Satisfaction / Customer training commitments.
• Help promote Service Level Agreement contracts as and where required.
• Management of training devices, test equipment, loan devices, spare parts inventory, company-funded vehicle, and other company equipment and supplies as required.
• Acts as an Ambassador for change.
• Provides a monthly report to the Service Manager, to include training course data, feedback scores, analysis of course quality, and potential improvements as a rough guide.
• Other tasks or responsibilities designated by the Service Supervisor/Manager from time to time.