Technical Support Engineer / Training Engineer - Electrical/Gas

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Job Title: Technical Support & Training EngineerLocation: Hitchin, HertfordshireSalary: Competitive depending on experienceJob type: Permanent, Full timeThe company is the major care home service provider across the UK for laundry equipment and pride themselves on providing market-leading service and support to all customers.They're currently looking for an experience Engineer to join the team to provide the highest level of technical support to the service department and customers, including Engineers, both remotely and onsite. The role should seek to reduce the requirements of onsite attendance by engineers through remote problem solving and improve the first-time fix rate by ensuring the correct job information, correct spare parts, and the engineer with the required skillset are sent to site.You'll ensure that, through training, observation and auditing, the company's technical and service staff's working knowledge is to the highest standards on laundry products, laundry processes and best practises and to remain compliant with all relevant legislation - as a minimum level of attainment.You will also make certain that electrical and general working best practices and qualifications are meeting and exceeding both the company's and legal requirements.You will be expected to ensure customers are trained on the use of the supplied laundry equipment and best laundry practices, while also providing input for machine quality improvements.The Role:Key Responsibilities:To provide 1st line technical support to the service team and customers on the full range of both the company's and 3rd party productsTo monitor for potential and actual multi visit jobs and provide technical input to facilitate a successful and speedy resolutionTo monitor and assist with in-house machine repairs, to ensure they are completed to a high standard, according to agreed timeline and budgetCollate and report on machine quality issues for feedback to HQ to ensure full resolutionAdvise on changing requirements for critical main stock, van stock and assist in the identification of parts and spare part numbersWorking with all technical departments of product suppliers to collate and manage the documentation, then update service personnel on new products and technical bulletinsTo make recommendations that will reduce the costs, improve the quality and efficiency of their customer serviceLiaise with the Technical Dept. and 3rd parties to provide relevant training coursesProduce training documentation and ensure this is maintained and relevantIdentification of training needs within the Field Service teamIdentify technical training courses for Field Service Engineers and Office staff as requiredMaintain a technical training register of Field Service EngineersInvestigate when requested, customer complaints and see through problematic jobs to a satisfactory conclusion in a timely mannerWork to Health & Safety legislation at all timesOther reasonable activities as requested by the businessThe Candidate:Experience Knowledge & Qualifications:Electrical qualifications at least to City and Guilds levelGas qualified in Commercial and LaundryProven customer-centric approach, able to build relationships, listen, understand, analyse and act on written and verbal communicationMust have a customer-centric approach, able to build relationships, listen, understand, and work with key departments and contractors to ensure total customer satisfactionMust have good communication skills to enable interaction with multiple stakeholders and customersMust have a 'free thinking' and can-do attitudeMust be highly organised and confident in working to tight deadlines, dealing with changing prioritiesAbility to work independently on a daily basis and also be a strong "team player" within a teamWhat They Offer You:You can be part of a growing team where the culture is characterised by teamwork, leadership and opportunity! They offer a competitive wage and benefit package including 25 days holiday, private medical, pension and life assurance. Please click on the APPLY button to send your CV and Cover Letter for this role.Candidates with the relevant experience or job titles of Electrician, Customer Training Engineer, Electrical Engineer, Multi Skilled Electrical Technician, Electrical Maintenance Engineer, Gas Qualified, Customer Support Engineer, Electrical Technician, Remote Maintenance Engineer, Machinery Support may also be considered for this role.