Job Description
Internal Applications Engineer:
Are you looking to build a career within a Global Company with opportunities for growth and development? Do you want to join a company that that is making a difference?
Office Location: Travellers Lane, Hatfield, AL10 8XB - with Hybrid working
About us:
The Mitsubishi Electric Group contribute to the realisation of a vibrant and sustainable society through continuous technological innovation and ceaseless creativity. 'Changes for the Better' represents the way Mitsubishi Electric Group's attitude to 'always strive to achieve something better', as we continue to change and grow. Each one of us shares a strong will and passion to continuously aim for change, reinforcing our commitment to creating 'an even better tomorrow'.
Role summary:
This role is split into 2 primary functions:
- To provide a pro-active and customer-orientated Pre and Post Sales Technical Support Service to our internal and external customers, and distributors via remote support services primarily Phone, E-Mail and Teams.
- To provide a centralised engineering service to our business supporting all internal customers to deliver exceptional customer service and solutions.
Skills/Responsibilities:
- Provide First-Line Support: Serve as the initial point of contact for technical inquiries, troubleshooting, and issue resolution.
- Document and Track Incidents: Accurately record and maintain detailed records of technical support requests, incidents, and resolutions using our ticketing system.
- Escalate Complex Issues: Identify issues that require escalation to product management or specialists. Collaborate with internal teams to ensure timely resolution of complex technical problems.
- Provide Training and Guidance: Assist customers in utilizing and optimizing their technical systems. Offer guidance, training, and best practices to help users resolve recurring issues and improve their overall technical proficiency.
- Ensure Customer Satisfaction: Deliver exceptional customer service by responding to inquiries promptly, addressing customer concerns professionally, and striving to exceed expectations.
- Customer Relationship Management: Cultivate strong relationships with clients by delivering exceptional customer service, addressing concerns promptly, and proactively identifying opportunities for product improvement or enhancement.
- Investigate & Test: Research and bench testing for technical issues for internal and external customers.
- Proof of Concepts / Solutions: Work with internal teams to provide solutions and demonstrate proof of concepts for complex customer requirements.
- Tech Notes / Training Material: Working with the Training Dept and Content teams actively contribute quality material for inclusion in our library of supporting material.
- Manage Demo / Test / CTC Equipment: Ensure Customer Technology Centre, Demo Units and Test equipment is kept in operating condition and develop new units/demos as required for the business.
- Peer & Key Partner Development: Take a proactive approach to knowledge share within your team and supporting teams within the business and our distributors.
- Technical Expertise: Maintain a deep understanding of our products, technologies, and industry trends. Stay updated on new features, updates, and enhancements to provide informed recommendations and support to customers and colleagues.
In return for your commitment, we will offer you some fantastic benefits:
- Generous annual leave allowance - 25 days per year, plus bank holidays increasing by one day with each year of service until 27 days per year
- Flexible Working – we offer a range of flexible working options that include working from home or hybrid working
- Pension
- Life Assurance
- Group Income Protection Scheme
- Private Medical, Dental Insurance and a Cash Plan Scheme – Single cover funded by Mitsubishi
- Access to Mitsubishi’s very own discount platform
- Colleague Referral Scheme
- Holiday Buy
- Long Service Awards
- Cycle to Work Scheme
- Sports & Social Club (Recent events such as theatre trips, Ascot, Paintball, The Darts)
- Employee Assistance Programme including additional services Eldercare & Best Doctors
Equality and Diversity:
As the business environment around Mitsubishi Electric Group is rapidly changing, providing a workplace where employees can work to their full potential regardless of gender or age is essential to business development.