Customer Support Engineer

Job Title: Customer Support Engineer

Location: Whitney

Salary: £30,000 - £33,000

Hours:  8am-4:40pm Mon – Thurs / 8am-1pm Fri

Role Purpose

The Customer Support Engineer provides technical support to customers and assists with service activities throughout the product lifecycle. The role supports customers with troubleshooting, repairs and technical enquiries while working closely with Engineering, Manufacturing, Test and Service teams to deliver excellent customer service.

The successful candidate will develop a strong product understanding and contribute to improving customer satisfaction by providing timely technical assistance and maintaining accurate service records.

Key Responsibilities

Customer Support

• Respond to customer support enquiries via telephone, email and video calls.
• Assist customers with technical fault finding and product operation.
• Keep customers informed of progress and expected resolution times.
• Escalate complex technical issues to senior engineers where appropriate.
• Provide professional and courteous customer service at all times.

Technical Support

• Assist in diagnosing mechanical and electrical faults.
• Support customers through structured troubleshooting procedures.
• Recommend replacement parts and repair options.
• Record faults and corrective actions accurately.
• Develop technical knowledge of products.

Service Administration

• Maintain accurate support tickets and service records.
• Record labour, parts used and resolution details.
• Raise quotations for chargeable repairs and service work.
• Process support orders within Sage.
• Prepare shipping paperwork and route cards where required.

Continuous Improvement

• Help maintain troubleshooting guides and technical documentation.
• Record recurring faults and report trends to the Support Manager.
• Suggest improvements to products, documentation and support processes.
• Assist with maintaining the technical knowledge database.

Product Support

• Provide technical assistance to Manufacturing, Test and Sales when required.
• Assist with testing systems prior to shipment.
• Assist with software testing where required (no programming experience necessary).

Customer Care

• Follow up customers after service work has been completed.
• Collect customer feedback.
• Identify opportunities for service work or product upgrades and pass them to the Support Manager or Sales team.

Qualifications & Experience

• Engineering or Scientific background.
• A Levels, apprenticeship or equivalent engineering qualification. (desirable)
• Good mechanical aptitude.
• Experience in a customer support or service environment.
• Basic electrical fault-finding skills.
• Good computer literacy.
• Excellent communication skills.
• Strong organisational skills.

For further details, please contact Nick Sollis – (phone number removed) or email your cv (url removed)

Omega Resource Group are an employment agency specialising in opportunities at all levels within the Engineering, Aerospace, Automotive, Electronics, Defence, Scientific, Oil & Gas, Construction and Manufacturing sectors.

We are always seeking Engineering Staff, Senior Managers, Skilled and Semi-Skilled Machinists, Mechanical Fitters, Electrical Fitters, Quality Engineers, Materials Science Engineers, Maintenance Engineers, Electronics Engineers, Test Technicians, Technical Authors and Laboratory Technicians to name but a few.

Omega is acting as an Employment Agency in relation to this vacancy. Omega does not charge candidates any recruitment or job‑seeking fees at any stage of the hiring process.