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Technical Support Engineer

Job Posted: 11 days ago

Salary: £ 32,000 - 35,000 / Annum
Job Type: Permanent
Location: Andover, Hampshire

Expire in: 17 days

Job Description

Technical Support Engineer - Aftersales

We are looking for a proactive and customer-focused Technical Support Engineer to join a busy team supporting customers throughout the full aftersales process. This is an excellent opportunity for someone who enjoys problem-solving, communicating with customers, and working collaboratively across departments.

The Role

In this position, you will take responsibility for managing customer issues from the moment they are reported through to successful resolution. You will work closely with customers and internal teams to identify solutions and ensure a positive customer experience.

Key responsibilities include:

Managing the complete aftersales support cycle, from initial enquiry to final resolution
Communicating with customers through various channels including email, telephone, online platforms, and face-to-face when required
Investigating customer concerns and identifying effective solutions
Asking relevant questions to quickly determine the cause of issues
Guiding customers through troubleshooting steps until problems are resolved
Escalating more complex or unresolved matters to the appropriate internal teams
Providing clear and timely updates to customers throughout the process
Recording and tracking all customer issues accurately
Handling multiple ongoing cases and prioritising workload effectively
Following up with customers to confirm that issues have been resolved to their satisfaction
Producing accurate reports to support other departments
Working in line with quality management processes and contributing to improvements where required
Liaising with internal teams such as technical, operations, stores, and shipping to obtain solutions
Supporting continuous improvement processes by documenting suggested changes
Over time, travelling within the UK and internationally to support aftersales activities, equipment installation, or customer trainingAdditional Responsibilities

Taking ownership of customer-reported issues and ensuring they are resolved fully
Diagnosing and troubleshooting problems to identify appropriate solutions
Following established escalation procedures when required
Proactively contacting customers after delivery of orders or parts to confirm satisfaction and gather feedbackSkills and Experience Required

Previous experience in a Technical Support Engineer or similar role
Ability to identify and resolve basic technical faults
Strong problem-solving skills with a logical approach
Excellent written and verbal communication skills
Ability to explain technical solutions clearly in a step-by-step manner
Practical mechanical skills would be an advantage, although training will be providedApply now!

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website

Before You Apply

Do not include the following in your job application, CV, or cover letter:

Bank details.
National Insurance number.
Date of birth.

You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.

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