Technical Customer Support Executive

Technical Customer Support Executive

Overview

The Technical Customer Support Executive plays a key role in delivering high-quality technical assistance to customers and colleagues, while also supporting field service operations when required. The role ensures that post-sales support runs smoothly, documentation is accurately maintained, and service processes are efficient and well-coordinated.

Technical Customer Support Executive Key Responsibilities

• Serve as the first point of contact for remote/online technical help, providing initial troubleshooting and guidance for all products, accessories, and associated software.
• Act as the central communication link between customers and internal teams for all ongoing support matters. This includes creating support cases and work orders, preparing quotes for service work or replacement parts, following up on outstanding quotations, and ensuring all activities are logged clearly and promptly within the CRM system.
• Produce and maintain SOP documentation within the relevant databases and systems.
• Recommend improvements to enhance the effectiveness of customer support processes.
• Travel up to 30%
• Support the development and maintenance of training materials for customer support activities.
• Provide virtual or in-person training to field service staff as required.
• Play a vital role in managing parts used by field service engineers, including identifying parts, arranging orders, and reconciling usage.
• Oversee parts movement from identification through to installation.
• Work closely with technical teams, field engineers, and accounts departments to ensure timely and accurate parts handling.
• Work collaboratively with relevant teams to ensure that quality-related issues arising from field activities are properly documented, reported, and categorised.
• Participate in escalation meetings and reviews.
• Attend sessions focused on root cause analysis and non-conformance investigations.
• Provide on-site field service cover when required—for example, during staff absence or high-demand periods.
• All travel must be authorised by the Customer Support Manager.

Technical Customer Support Executive Skills & Competencies

• Strong customer service skills, 
• Good mechanical aptitude and confident use of hand tools.
• Strong organisational ability and attention to detail.
• Able to manage multiple tasks and shift focus when needed.
• Familiarity with ISO standards.

Technical Customer Support Executive Education & Experience

• GCSEs in at least five subjects including English and Maths are essential. A technical or engineering-related qualification is advantageous.
• Willingness to travel up to 30% and a valid driving licence and passport.
• 1–3 years’ experience working in field service or supporting technical equipment users.

Technical Customer Support Executive Benefits

• Salary: up to £30k - £35k (DOE), monthly bonuses, Hours of work: Mon to Fri 830AM to 430PM, Free onsite parking, Life Assurance & Employee engagement events, Health Cash Plan, Salary sacrifice and Pension - employer contribution 4%

PLEASE NOTE THIS IS NOT A SPONSORED JOB, CANDIDATES REQUIRING SPONSORSHIP OR ON A PSW VISA WILL NOT BE CONSIDERED

Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.

We are an equal opportunities agency and welcome applicants from all backgrounds.

We are acting on behalf of the client as an Employment Agency in relation to this vacancy.