Careers / Customer Support Technician (Milton Keynes, UK)

Company

Senceive wireless remote condition monitoring technology is used in 35 countries in rail, construction and mining. Our precise, reliable and robust products are built to empower clients responsible for high value and at-risk assets. Senceive users installed more than 30,000 sensors last year – helping them manage ground and structural movement, landslide risk, geotechnical behaviour, rail track movement and much more. Systems are installed in minutes and last more than a decade with minimal maintenance – helping users to mitigate engineering risk without visiting site.

We’ve been designing, building, and supporting the best wireless condition monitoring technology since 2005. As part of the Previan group of companies we are growing fast and have highly ambitious plans for the coming years.

The Role

We are seeking the right individual to join our Customer Support team to work from home with the flexibility to work from the Milton Keynes office when required.

Main Duties & Responsibilities

As a Customer Support Technician, you will take a hands-on role in providing support for customers ahead of, during and after the installation of new projects, replacements, and changes. The role also involves training customers and preparing equipment for dispatch for new projects and replacements.

Reporting, Location & Travel

This role reports to the Team Lead and Global Customer Support Manager. The role is to work from home with the flexibility to work from the Milton Keynes office when required. There is an occasional requirement for national and international travel, primarily to meet customers and support product deployment

Key Responsibilities

Responsibilities include, although are not limited to the following:

• Clarifying customer technical requirements ahead of new project installations and briefing the production team
• Supporting customers during project installation
• Setting up monitoring diagrams, users, alerts and calculations
• Attending site when required to support customer installations or investigate reported faults
• Assisting customers with technical queries and fault reports by phone, email and through a helpdesk ticket system
• Managing the return and replacement of faulty equipment
• Assisting with fault diagnosis and contributing to fault reduction
• Providing training to customers mostly using teleconferencing, sometimes on site or in our facility
• Configuring equipment to customer specifications, fitting mounting brackets and ancillary equipment, packing for dispatch
• Receiving returned equipment and diagnosing faults
• Carrying out minor repairs and refurbishment of equipment
• Other duties as assigned

Relevant Skills & Competencies

Successful candidates should be able to demonstrate the following relevant skills and competencies:

• A flexible, well organised approach with the ability to multi-task and work to varying priorities and deadlines to meet the needs of the business
• Strong analytical skills and close attention to detail with good decision making and technical problem-solving abilities
• A positive, professional attitude and a desire to complete tasks to the highest standard
• A team player willing and able to collaborate actively and effectively with colleagues, gaining respect from those around them
• A strong communicator at all levels, with excellent interpersonal, verbal, and written communication skills
• Self-motivated with a proven ability to perform under pressure

Relevant Knowledge & Experience

Candidates should assess their suitability against the following essential and/or desirable relevant knowledge and experience:

Essential:

• Demonstrable experience of customer service in an engineering, or technical environment
• Excellent customer relations skills
• Multi-lingual; fluent in English with Spanish, German, French or Italian as an additional language

Desirable:

• Good ability with Excel, and other Office apps
• Understanding of IP Networking
• Onsite Experience

Employee Benefits

In return for a rewarding and fulfilling career, successful candidates can look forward to receiving a competitive salary, plus a number of additional employee benefits:

• Annual Leave Entitlement: Employees have twenty-five days annual leave entitlement each year, for use between January to December; this is in addition to Bank Holidays of which there are typically eight.
• Pension Scheme: Employees are automatically enrolled into the Company’s Workplace Pension Scheme with personal contributions of 5% or more, with the company matching contributions up to 5%.
• Group Life Assurance: Employees are automatically enrolled into the Company’s GLA scheme which pays 4 x salary in the event of death in service, and includes an Employee Assistance Programme with a 24/7 advice line and a healthcare app.
• Private Healthcare & Cash Plan: Employees are eligible to join the private medical insurance (PMI) scheme, enhanced to include Medical History Disregard, and the accompanying cash plan which offers cash back on optical, dental, dental injury, prescriptions and various therapies.
• Cycle to Work Scheme: Employees have the opportunity to purchase bikes and accessories at significantly reduced rates, with repayments made through salary sacrifice over a period of 12-18 months.
• Tech Scheme: Employees are able to purchase laptops, phones, appliances and more from Currys at discounted rates, with repayments made through salary sacrifice over a period of 12 months.
• Learning & Development: Employees are encouraged to continue their career development through the group’s Aspire programme; there are a huge variety of training courses and development opportunities available through the Previan Learning Centre with subjects ranging from Time Management and Communication Skills, through to Project Management and Languages.

Full details of the Employee Benefits are available upon request or will be made available on provision of an offer of employment.