Technical Support Representative

At Edale we are engineers of world-class flexographic printing and converting solutions for the packaging industry. We design and engineer tailormade presses for print professionals, designed to excel in every environment and engineered to last. Market leaders for over 75 years we produce groundbreaking innovations, outstanding quality, global sales, and world class support. Edale is a subsidiary of Canon and as industry leaders we strive for sustainability and drive for continuous excellence.
Job Description
Edale’s Technical Support Representative provides a comprehensive service to Edale’s global customers. You will take on technical support responsibilities for installed machines and upgrades whilst developing good customer relationships with new and existing customers. This role is pivotal in promoting a positive customer experience to help drive efficiencies and improve revenue sales.
Key Responsibilities
* As a main point of contact - take ownership of after sales support cases, deciding the most effective response and allocation of tasks as necessary to the most appropriate colleague(s)
* Ensure all customer related activity is logged and actioned through the ticketing system.
* Strengthen existing customer relationships to capitalise on new opportunities where possible.
* Identify and capture additional revenue opportunities, specifically recurring revenue.
* Liaise with other departments, following the defined processes to ensure timely customer resolutions and customer satisfaction.
* Support with processing and delivery of spare part and upgrade orders ensuring everything is shipped with the correct documentation and fixings.
* Actively identify the need for additional spare parts, equipment, upgrades, or service contracts where possible
Person Specification
To be successful in your application you will need to:
* Hold a relevant Engineering qualification or equivalent Engineering work experience
* Good working knowledge of Microsoft applications
* Lead by example with integrity to build trust with customers and respect within your team
* Excellent problem solver
* Be self-motivated with a desire to take opportunities and show commitment
* Be able to work under pressure and in a fast-paced environment
Benefits
* 25 days annual leave, plus bank holidays
* Pension (5.5% employer)
* Bright Exchange Employee Discount Platform
* Life Insurance x3
* EAP – Employee Assistance Programme
* Continuous Learning Culture
* Cycle to Work Scheme