Senior Customer Support Engineer

Please note that the salary range referenced is a general guideline only. Salary differentials are based on multiple factors including (but not limited to), geographic location, education/training, years of relevant experience/seniority, merit, qualifications, as well as market and business considerations. Mitsubishi Electric Iconics Digital Solutions considers all of these variables when extending an offer of employment.

Position Overview

The Senior Customer Support Engineer is a vital role in overseeing one of the key customer-facing elements within our business. The engineer will embrace the “customer first” ethos of the Customer Care division and share this with their colleagues.

The role will need to focus on providing exemplary and continuously improving support to our customers in whatever form this may take, from product technical support through to on-site assistance. This is measured in terms of speed of picking up new support tickets and speed at which support tickets are closed. Taking proactive measures to ensure that the same question does not come up over and over again is key to ensuring the role remains varied and interesting – it will be up to the engineer to determine the best way for this information to be disseminated to customers.

Customer Support engineers will also not take a reactive stance on our customers but, where appropriate, suggest additional customer touch points such as site visits, trainings or QPS time to ensure that the experience of the customer with the products and services offered by the company continue to be highly thought of.

Ensuring that in interactions with other parts of the business, the customer’s voice is heard is also a key part of the engineer role. When triaging issues for the development team, ensure that the requests are clear, concise and will bring tangible benefits to all customers.

Customer Support engineers will be expected to provide 24x7 customer support for those paying customers, which will be provided by a rotation of on-call engineers.

Key Responsibilities

· Pick up unassigned support tickets from anywhere in the world as quickly as possible.

· Create new tickets based on queries received via phone calls/E-mails.

· Manage time based on ticket priorities and customers.

· Resolve support tickets as quickly as possible, ensuring high quality customer service.

· Identify common queries raised by customers and prepare material to share with colleagues and customers to prevent restating the same thing.

· Identify where our processes can be improved or altered to provide a better experience for both customers and support engineers.

· Provide clear, concise, reproducible steps for any product issues reported to engineering via the triage process.

· Develop solid knowledge of MEIDS’ product roadmap and clarity for what legacy products are to be supported and process to move older product installations towards latest technology.

· Continuously learn about how the products work and look for and suggest ways to share knowledge amongst the team.

· Utilize Salesforce to accurately track and report support cases.

· Performs other duties as assigned.

Required Qualifications/Certifications

· Requires a bachelor’s degree. Preferred: Computer Science, Electrical or Electronics Engineering, Information Technology, or related field

· Candidates must have competency in Industrial Automation applications, including at least two years of experience with SCADA, MES, large automation systems, or DCS, ideally should be well versed with PLC programing (LD/FBD).

· Experience in database design and SQL queries and procedures

· Understanding of IoT and edge computing technologies

· Understanding of on-premises, cloud, and hybrid software architecture and deployments

· Comfortable with customer-facing activities

· Excellent written and verbal communication skills

· Exceptional customer service skills with proven negotiation skills.

· Attention to detail

· Must be proficient with Microsoft Office or related software

Location & Travel

• Based in Dudley, UK

• Travel required (some international, up to 10% of time)