Customer Support Engineer

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes.

Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other.

It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

We are currently looking for a new Customer Support Engineer to join our Product Support team. Opportunity is offered hybrid at our Loughton, Essex office.

Your role in our future

• To provide technical & product support to UK and Overseas customers for all QTL products.
• To support the introduction of new products and product features to the marketplace in conjunction with the Marketing and R&D departments.
• To conduct month service and support reviews with assigned country specialists.
• To feedback quality issues from the marketplace to QA and R&D departments.
• To visit UK and Overseas customer sites as required by the company to provide onsite customer Support.
• To be aware of all department KPI’s and help to maintain targets.
• Provide daily support to internal departments, UK and overseas product specialists via e-mail, TeamViewer, Microsoft Teams, or telephone.
• Co-ordinate and prioritise departmental requests in agreement with the GPS Manager.
• Provide product requirement specifications for new products and features agreed with the GPS Manager.
• To provide installation and field support for PM/Mid/Low document systems.
• Act as the second line escalation of high call UK sites and customer complaints, developing action plans and seeing through to a resolution.
• Liaise with R&D and the QA departments to continuously improve product quality.
• Provide technical training and training support documents as required.
• Provide technical documentation relating to product installation, maintenance and fault finding to the drawing office as required.
• Conduct product demonstrations, both physical and virtual, for the UK and overseas sales teams.
• To maintain an overview of departmental and company procedures and discharge any specific responsibilities contained within them.
• To liaise and communicate with other departments within the Company.
• To inform and appraise the GPS Manager as appropriate.
• To always ensure that, in the discharge of responsibilities, the requirements of Health and Safety at Work are met.

Your profile

• A proven track record of customer facing support/field service engineering.
• A confident and professional attitude with customers on the telephone and email.
• A broad knowledge of mechanical/electrical engineering (the ideal candidate will have completed an electro/mechanical/technical apprenticeship or equivalent).
• A good level of understanding of computer networking.
• Good computing skills (Windows based products) and able to quickly compile reports and spreadsheets.
• Experience with remote access software packages. (i.e. TeamViewer)
• A flexible attitude to overseas travel at short notice.