Customer Service Engineer, Jobs, 7826

Engineering, Manufacturing & Supply Chain Recruitment

Customer Service Engineer - Lancashire

Engineering & Manufacturing - Engineering & Manufacturing
Ref: 7826 Date Posted: Monday 26 Jul 2021
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Customer Service Engineer 

Permanent - Full time - Dayshift 

Blackpool or Glasgow 

Great benefits 

Nine Twenty are continually working with our Manufacturing Design Client for a Customer Service Engineer to join their team permanently. Our client are a passionate & ambitious business who have grown rapidly over the past few years and are going through the next phase of their growth with some exciting plans in place. They are looking for candidates who are intelligent & passionate to be part of their exciting journey. You will be a high impact individual who is capable & comfortable working within a fast paced & growing business, adaptable to change, ensuring ongoing quality excellence and act as the internal voice to the customer.

Key responsibilities:

  • First port of call for customer engagement regarding product or service issues - owning the customer helpdesk from enquiry - triage - CAPA - customer satisfaction & KPI
  • Gather data for root cause analysis and use remote support to contain and action root cause 
  • Establish & maintain local partners to enhance remote support success & minimise customer downtime and inconvenience 
  • Arrange on site CAPA with the Service Team where remote support cannot resolve.
  • Develop reports and KPI for customer quality metrics, defect trends, failure analysis, corrective action status, and customer satisfaction
  • Create customer complaint database (FAQ) for common issues and non-fault issues to allow cross training and rapid response within the wider team
  • Coordinate planned preventative maintenance and training for SLA customers 

Skills required:

  • Excellent people & influencing skills
  • Strong stakeholder management & communication skills 
  • Excellent organisational & prioritisation skills 
  • Previous audit experience - initiate and maintain local partnerships
  • Knowledge of lean manufacturing & quality management systems (QMS)
  • Understanding manufacturing & assembly processes 
  • Understanding, cost, financial & risk impacts - provide risk analysis reports 
  • Commercial & financial awareness with good analytical & negotiation skills 
  • A passion for continuous improvement

Please apply directly or contact Caroline Strachan on cstrachan@weareninetwenty.com