Role Purpose
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.
Key Responsibilities:
- Technical Issue Resolution:
- Troubleshoot and resolve customer issues related to the installation, configuration, and ongoing maintenance of Pickering products.
- Identify the root cause of technical problems and implement effective solutions in a timely manner.
- Escalation of complex issues:
- Escalate complex technical issues to the appropriate internal teams (e.g., Product Owners, Engineering).
- Act as a liaison between the customer and internal teams to ensure clear communication and timely resolution of escalated issues.
- Capture and Share Knowledge:
- Accurately document all customer interactions and support tickets in Salesforce ServiceCloud to maintain a clear record of issues and resolution.
- Create and update knowledge base articles and troubleshooting guides, enabling customers to find solutions independently and reducing future support requests.
- Maintain Customer Relationships:
- Build and maintain strong relationships with customers.
- Understand customer needs and provide tailored technical advice, positioning yourself as a trusted partner in their success.
- Deliver customer training sessions to empower users and enhance their proficiency with Pickering products.
- Product Feedback:
- Collaborate with R&D teams to relay customer feedback and contribute insights for future product enhancement and improvements.
- Adherence to SLAs:
- Meet or exceed customer-driven Service Level Agreements (SLAs) by providing timely, effective support and ensuring issue resolution within established timelines.
Qualifications And Experience:
- Bachelor's degree in engineering, preferably electronics or computer science.
- Knowledge of at least one programming language (C#, .NET, Python, LabVIEW™, VeriStand™).
- Analytical mindset, able to integrate information from various sources to identify root cause and develop solutions.
- Excellent interpersonal and communication skills, with the ability to demonstrate empathy and responsiveness to customer needs.
- Ability to work under pressure.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Desirable skills:
- Familiarity with Salesforce ServiceCloud or similar CRM tools.
- Knowledge of international standards for instrument control, such as PXI, LXI, VISA, IVI.
- Practical experience using Test and Measurement instrumentation.
This role description is intended to provide a general overview of the role and its responsibilities. It is not exhaustive and may be subject to change to meet the needs of Pickering.
