Graduate Customer Support Engineer

The Pickering Group is a family-owned, UK-based electronics manufacturer established in 1968, specializing in high-quality switching, simulation, and relay products for industries like aerospace, automotive, and defense . As a Graduate customer support engineer, you will play an essential role in ensuring customer satisfaction.

The objective of this role will be to ensure our customers successful implementation and maintenance of Pickering products and building customer loyalty as trusted technical partners. You will be responsible for providing customer support, solving technical questions of varied scope and complexity, maintaining knowledge bases and collaborating across departments.

Job Responsibilities

1. Technical Issue Resolution: o Troubleshoot and resolve customer issues related to the installation, configuration, and ongoing maintenance of Pickering products. o Identify the root cause of technical problems and implement effective solutions in a timely manner.
2. Escalation of complex issues: o Escalate complex technical issues to the appropriate internal teams (e.g., Product Owners, Engineering). o Act as a liaison between the customer and internal teams to ensure clear communication and timely resolution of escalated issues.
3. Capture and Share Knowledge: o Accurately document all customer interactions and support tickets in Salesforce Service. Cloud to maintain a clear record of issues and resolution. o Create and update knowledge base articles and troubleshooting guides, enabling customers to find solutions independently and reducing future support requests.
4. Maintain Customer Relationships: o Build and maintain strong relationships with customers. o Understand customer needs and provide tailored technical advice, positioning yourself as a trusted partner in their success. o Deliver customer training sessions to empower users and enhance their proficiency with Pickering products.
5. Product Feedback: o Collaborate with R&D teams to relay customer feedback and contribute insights for future product enhancement and improvements.
6. Adherence to SLAs: o Meet or exceed customer-driven Service Level Agreements (SLAs) by providing timely, effective support and ensuring issue resolution within established timelines. Qualification and requirements: o Bachelor's degree in engineering, preferably electronics or computer science. o Knowledge of at least one programming language (C#, .NET, Python, LabVIEW™, Veri. Stand™). o Analytical mindset, able to integrate information from various sources to identify root cause and develop solutions. o Excellent interpersonal and communication skills, with the ability to demonstrate empathy and responsiveness to customer needs. o Ability to work under pressure. o Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities. Desirable skills: o Familiarity with Salesforce Service. Cloud or similar CRM tools. o Knowledge of international standards for instrument control, such as PXI, LXI, VISA, IVI. o Practical experience using Test and Measurement instrumentation. WHAT YOU CAN EXPECT FROM PICKERING People are at the heart of Pickering. We believe that each employee contributes directly to Pickering’s growth and success, in return we offer: A competitive salary 25 days annual leave, plus bank holidays Buying and selling holiday. Employees can buy up to 10 days if eligible. Life Insurance x4 annual salary, capped at £50k Corporate membership at the local gym and spa A thorough induction program, including a Pickering Pal being assigned to you to ensure you feel welcome and to check in on you during your probation Regular reviews and performance related pay increases (subject to business conditions) Employee wellbeing and mental health support through our partnership with Mind EAP with Sparks (Legal & General health and wellbeing digital home) Wellbeing Program with Spa Medical Choice of salary sacrifice on Pension contributions Paid company social events such as a summer festival and Christmas party Career progression Training programmes Sponsoring further education Salary sacrifice car scheme Potential for Worldwide Business Travel (role dependant) Free tea, coffee, and fresh fruit