The Technical Support Engineer will manage all technical support enquiries from our customers, across all communication channels - phone, email (direct or group) and web. The qualified candidate will record all technical support enquiries (cases) across all communication channels to support VoC analysis. Additionally, he/she will meet ticket / query performance targets to drive the customer experience.
Customer Experience: Deliver an A+ Customer Service to our customers. Work to agreed processes and policies to ensure the customer experience strategy is delivered, including prioritised service levels as agreed through specific customer contracts. Ensure the way in which we handle technical enquiries delivers customer satisfaction, creating loyalty and advocacy to drive future value for our business. Respond to customer contact and resolving customer queries to the agreed targets, wherever possible resolving at first point of contact. Ensure our communications with customers clearly manage expectations, including providing pro-active updates where things change.
Voice of the Customer (VoC): Act as VoC to provide feedback to the wider business on how customers perceive QED and how satisfied they are with the service and products provided. Carry out customer feedback calls and surveys as required. Based on customer contact into technical support, collate and assess customer insight to develop business cases to drive improvements that meet / exceed customer expectations. Working with NPI on product development and product updates. Utilise VoC data to pro-actively look for opportunities to reduce technical inbound enquiries, improve quality, reduce costs and improve customer satisfaction.
Provide internal support: Provide internal support to the sales team to support growth targets, where required support calls / meetings with prospects and customers. If required support customer training / events. Support manufacturing / service with technical enquiries, including testing as required. Work with Marketing on translation of technical information and data into customer friendly FAQs, datasheets, product literature, presentations etc. Support testing processes for NPI.
Special Projects: Support improvement projects across sales and marketing, specifically focused on (but not limited to) customer experience / CSAT and process / system improvements to drive changes that enable delivery of the growth plans.
Key Performance Indicators:
Technical Support performance vs targets
Cases / day / engineer
Time to respond - initial response
Total support time
Remote fix vs onsite fix
Cases by product
Cases by customer
Call performance vs targets
Calls per day / week / month / period – across all communications mediums
Average seconds to answer direct or transferred calls (within 15 seconds)
Abandonments levels direct or transferred calls (in and out of hours to be split)
Call reduction (due to improvements in online self-service journeys) / call trends
CSAT and NCP levels
Split by internal and external complaint source
Sliced and diced by type of issue
Pro-active customer communications
Query response times (product / parts / service) - day in day target achieved
Customer centric outlook - puts the customer first. Professional, friendly, confident and positive when dealing with customers and prospects.
Cross-functional working expertise.
Has enthusiasm and tenacity to strive for continuous improvement. Works with a positive, can-do attitude.
Resilient, proactive and positive in challenging situations.
Ability to build relationships both internally and externally.
Confident with the ability to act on own initiative, has strong judgement and decision-making ability.
Must have results driven method of working and a strong desire to complete and succeed at all tasks as well as taking personal ownership for outputs with a can-do attitude.
Excellent attention to detail combined with strong numerical and written skills.
Organised and efficient.
Logical and fact / data driven.
Knowledge, Skills and Experience
Experience using and servicing Pumps in Groundwater, Remediation and Landfill applications preferable
Track record of success in a similar role
Experience dealing with customers over the phone essential
Proven ability to build strong relationships with excellent communication skills
Good IT skills (outlook, word, excel)
Electronics / manufacturing qualification or work background ideal.
Previous experience working with Salesforce and 123 ERP system an advantage
Revenue delivery (as per targets)
Delivery of an A+ customer Service at all times
Project work – process / system improvements
QED Environmental Systems Ltd.-UK, a Graco Inc. company, is located in Coventry, UK. QED is the leading manufacturer of innovative environmental products. For over 30 years their expertise has included Pumping Systems, Landfill Products, and Air Strippers. Graco was proud to be named a Best Place to Work in Manufacturing and Production by Fortune Magazine in 2019.
Proven Quality. Leading Technology. Launch your career with Graco!
Graco offers attractive compensation, benefits, and opportunities for both professional development and career progression. QED-UK has excellent Holiday Entitlement, Contributory Pension, Employee Share Purchase Programme, Health Insurance Scheme, Private Medical Insurance, Life Insurance, Income Protection Insurance, Employee Benefits/Saving Scheme, Subsidised Lunches, Free Breakfasts, Childcare Vouchers, Cycle To Work Scheme, Training & Career Development.
Our expectations are high. That's why we are always looking to hire the brightest and the best!