Technical Support and Applications Engineer (Survey & Laser)

West Midlands
31000.00 - 35000.00 GBP Annual + Plus a Company Car
08 Aug 2019
05 Sep 2019
Contract Type
Full Time
Job Summary

The main function of the position is to provide technical support to customers on operational or maintenance and service aspects of products to ensure customer satisfaction and ultimately ensures revenue through repeat customer purchases or positive referrals to other customers. The Technical Support and Application Engineer diagnoses potential mechanical, hardware, software and systems failures using established procedures and determines most cost effective repair/resolution to minimize customer downtime.

Primary Responsibilities

* Provide timely and efficient service to customers and end-users.

* Handle email and telephone support to customers and colleagues for products so customers are satisfied and realize an immediate return on their investment.

* Develop a thorough understanding of the company's products and services.

* Work closely with Priority Support to promote support and repair services products to clients.

* Responsible for all aspects of standard product installation, alongside Leica and Survey & Laser Service Engineers.

* Instruct customers in the operation and maintenance of the product(s).

* Ensure all documentation is provided to customer.

* Assist with Machine Control Installations and associated products (eg GPS Base station) in timeframe provided.

* Document change orders and process improvements.

* Train on Operation and usage of Leica Machine Control, TPS & GPS Solutions

* Responsible for trip reports, data files, configuration files and expense reports.

* Maintain a professional company image during all trainings and interactions.

* Other duties as assigned.

Characteristics / Skills

* A team player able to leverage resources through sound organizational skills and teamwork.

* Consultative problem solving - involves customer in problem solving by asking appropriate questions.

* Strong communication skills, both verbally and in writing.

* Demonstrated ability to understand the knowledge level of customer and modify communication for the knowledge level.

* Strong mechanical and educational aptitude to maintain and improve understanding of application and operation of all products.

* Experience with Machine Control products desirable but not essential.

* Demonstrate and project a high level of energy and enthusiasm.

* Must be comfortable with learning new computer applications.

* Must be proficient with Microsoft Word, Excel and Outlook.

* Willing to travel, as required.

Education / Experience

* Associate degree with one to two years work experience or (or two-plus years of college), plus one to two years work experience, or three to five years of work experience.

* Two-plus years technical, Land- Survey and/or Civil engineering Survey experience.

* Required to pass certification tests and to attend appropriate live and on-line training courses

Highly Desirable

* Bachelor of Science degree in Civil engineering, Land/Engineering Survey, or an equivalent combination of experience and/or education