Job Description

We are seeking a proactive and experienced Technical Support Engineer to strengthen our customer support operations and drive service excellence. This role is key to ensuring incidents and problems are resolved efficiently and that service levels are consistently met and improved.

As a key support team member, you'll also work closely with our in-house R&D engineering team. With them you'll champion best practices and foster a customer-focused culture. You'll be instrumental in evolving even better support processes, mentoring team members, and ensuring our users receive outstanding service.

As a key member of the Customer Support Team, you will provide first class technical support to our customers and users of Otodynamics' instruments. You will monitor all customer support communication and feedback to identify recurrent issues. You will work to improve the service offered, and safeguard the company's good image and representation

This is an excellent opportunity for someone with proven technical customer support experience looking to undertake a new challenge and further advance their career. For the right candidate this role could lead to promotion to Customer Support Manager.

ABOUT YOU

Are you a driven Technical Support professional with at least four years' experience supporting users of specialist electronics devices? Do you have a deep understanding of problem and complaint management, service delivery, and in-depth technical investigations? Are you technically competent and knowledgeable about the products you support, including their firmware and software applications. Does your technical expertise span troubleshooting, diagnostics and root cause investigations? Have you proved yourself to be fully engaged with the administration and documentation of a support service, and confident using ticketing systems such JIRA Do you possess good, practical electronic/technical knowledge, and the ability to multi-task? Are you interested in medical product design and applications? Are you a team player with a strong work ethic and good communication skills?

You will need the ability and experience to:

Triage incoming support issues. Provide technical support to customers, answer questions, and troubleshoot issues. Assist customers in a friendly/approachable way using various communication methods and be able to translate technical solutions into customer-friendly language and format. Identify and gather customer feedback for continuous product improvement. Be highly organised and remain calm and professional under pressure. Prioritise customers' needs while seeking robust solutions? Be a natural collaborator in a team, capable of inspiring and developing others while adapting to dynamic environments with resilience. Manage incidents & problems by following resolution processes, escalating complex issues, maintaining documentation, and implementing escalation procedures. Demonstrate very good knowledge in the use of various Windows Operating Systems e.g. installation/removal of software/drivers and use of administrator level Windows Tools. Have acquired a very good knowledge of Microsoft Office applications, including Excel, and the skill to use that knowledge effectively.
If you also bring experience of escalation procedures, root cause analysis, remote support tools, or a deeper understanding of network and infrastructure basics, that would be advantageous.

Your main duties as will be

Handling inbound/outbound calls and emails to assist customer support enquires. Managing incidents, requests, and resolving customer escalations. Monitoring support cases and trends for potential issues. Organising investigations where required, producing internal documentation, and reporting any preventative and/or corrective actions.

Why work for Otodynamics?

Otodynamics Ltd, based in Hatfield Hertfordshire, is a forward-thinking company with a strong commitment to the development of its people, products, and quality system. We have designed and manufactured electronic medical hearing test instruments for sale to hospital, clinical and national organisations around the world for over 35 years.

Job Types: Full-time, Permanent

Pay: 30,000.00-40,000.00 per year

Benefits:

Company pension Private medical insurance
Application question(s):

Live within 1 hour commute from AL10 8BB or within 30miles and are happy to work at our Hatfield offices
Education:

A-Level or equivalent (preferred)
Experience:

Electronic Device Customer Support: 4 years (required)
Licence/Certification:

permanent right to work in the UK (required)
Work Location: In person