Cromwell
Technical Support Engineer
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About the Role
As our new Technical Support Engineer, you'll play an important role in keeping our customers' operations running by repairing, maintaining and supporting Cromwell's industrial vending and inventory management solutions at customer sites across the UK. You'll diagnose faults, complete repairs and preventative maintenance, and work to achieve a high-quality, first-time resolution wherever possible.
Reporting to the Technical Support Manager, this is a hands-on, field-based role that combines technical problem-solving with customer service. You'll have the autonomy to manage your workload while being supported by an experienced technical team, with full training and shadowing provided to help you develop your knowledge of our solutions. If you're mechanically minded, enjoy solving problems and like the variety of working across different customer environments, we'd love to hear from you.
Key Responsibilities
- Diagnose faults, repair and maintain industrial vending and inventory management solutions at customer sites across the UK.
- Deliver a high standard of technical support, working to resolve issues effectively and achieve first-time fixes wherever possible.
- Manage your van stock to ensure you have the appropriate parts and equipment available to complete repairs.
- Maintain accurate records of activity and customer interactions using Salesforce and relevant business systems.
- Build positive relationships with customers while ensuring all work meets agreed quality and service standards.
- Work safely at all times, complying with Cromwell and customer-site health and safety policies and procedures.
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Requirements
What do I need to be successful in this role?
- A hands-on mechanical aptitude with strong technical and problem-solving skills; previous mechanical or electrical experience would be advantageous.
- Excellent customer service and communication skills, with the confidence to work with a variety of customers and stakeholders.
- The ability to work independently, use your initiative and make effective decisions while working in the field.
- Good IT skills and confidence using Windows-based software and digital systems.
- A quality and safety-focused approach, with strong organisation, prioritisation and attention to detail.
- A full, clean UK driving licence and the flexibility to travel extensively, including regular overnight stays.
You'll need to be comfortable with the physical and practical nature of the role. Some flexibility around working hours will also be required, and there may be limited international travel. You may also be required to join an on-call rota supporting our commitment to providing 24/7 availability to customers.
Benefits
What's in it for me?
- A competitive salary alongside inclusion into our company bonus scheme.
- Company van for your field-based responsibilities.
- Enhanced employer pension contribution.
- Our Private Medical Insurance offers eligible team members the ability to access a broad range of treatments quickly when they need it the most.
- 20 days annual leave entitlement plus Bank Holidays, with the opportunity to purchase additional annual leave.
- Enhanced Maternity & Paternity pay to support you and your family during life's important moments.
- A company-funded Healthcare Cash Plan, giving you access to everyday healthcare benefits.
- Employee Assistance Programme (EAP), providing confidential support whenever you need it.
- Full training and shadowing to help you develop your technical knowledge and succeed in the role.
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About Cromwell
Who are Cromwell?
No matter where you are in your career – or where you want to be – we're here to create a great place to work where you can grow, perform and love what you do. At Cromwell, we're all individuals with unique backgrounds and personalities, but we have one thing in common: delivering exceptional service for our customers. And we do this through our purpose of Keeping Industry Working.
Cromwell has been established for over 50 years and is one of the UK's leading suppliers of industrial tools, maintenance, repair and operational products. We provide our customers with an unrivalled range of products and technical expertise, helping businesses across a wide range of industries operate safely, efficiently and effectively.
Diversity & Inclusion
Our aim is to create an environment that is welcoming to all people and ensures we treat each other and our customers with respect. We value different perspectives, encourage innovation and create a workplace where everyone feels able to contribute, develop and succeed.
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