Position Title: Helpdesk Engineer/Technical Support Engineer
Reporting To: Helpdesk Manager
Hours of work: 39.75 Hours (8AM – 5PM Monday – Thursday, 8AM – 2PM Friday)
Terex are currently looking for a Helpdesk Engineer to work in a busy environment helping our customers to achieve the optimum performance and reliability with our wide range of crushing, screening and conveying machines. Reporting to the Helpdesk Manager, the successful candidate will work within the Terex Helpdesk team whist also engaging with our engineering and quality teams to get the fastest resolutions and prevent issues from reoccurring. The role will be mainly desk based however there will also be a variation of getting out to work on the machines through our field services and test and development of new product.
Main Duties & Responsibilities:
Provide technical support to the Terex dealer & customer network via telephone and internet based MP Helpdesk (CRM).
Troubleshoot mechanical, electrical and hydraulic faults whilst working closely with our dealer’s service team.
Collaborate with our engineering & quality teams to ensure referral of all issues are dealt with on a timely basis to enable ongoing product improvements.
Perform root cause analysis on issues reported through service, warranty and helpdesk.
Develop technical procedures including creation and verification of standard operating procedures.
Maintenance of service reference guides, dealer PDI and commissioning documentation.
Assist with new product development with service visits to prototype units.
Support product and service safety teams with ongoing projects.
When required, support field service team with worldwide travel.
Experience & Qualifications:
Proven track record of working in a customer facing environment.
Strong knowledge and experience on electrical, mechanical and hydraulic systems.
Strong experience working in a mechanical or electrical engineering environment.
Experience in the installation & maintenance of heavy plant / machinery.
Experience with 3-phase electrical control systems including AC inverters advantageous.
Experience in quarry / crushing & screening industry advantageous.
Further education qualification in mechanical or electrical systems advantageous.
Degree level educated advantageous.
Knowledge, Skills and Abilities:
Someone who cultivates a team spirit with the respect of others’ ideas and requirements.
Ability to work on own initiative and involve other departments as deemed necessary.
Ability to work in an environment that is fluid with constantly changing priorities.
Ability to handle multiple tasks at one time.
Creativity, innovative thinking and excellent problem solving skills.
Experience with Microsoft Office tools.
Excellent communication skills both written and spoken.
Good Presentation and interpersonal skills.
Able to assess workload and commit to realistic timelines with given resources.
Must be flexible in terms of hours worked and travel
This above description is non-exhaustive and there may be additional duties in accordance with the role.
All applicants must demonstrate through their application form how they meet the criteria for the position applied for. We reserve the right to enhance our selection criteria at the short listing stage, if required.