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Customer Support Engineer

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Job Title: Customer Support Engineer
Location: South Wales (flexible location, hybrid working model)
Department: Customer Technical Services
Salary Range: up to £41,000k and excellent benefits package

Our client is one of the world's top ten steel producers. The combined group has an aggregate crude steel capacity of more than 28 million tonnes and approximately 80,000 employees across four continents.

The Role:

We are recruiting for a Customer Support Engineer based within the Commercial Services Department at our clients site in Llanwern. Reporting to the Manager Customer Technical Services, the purpose of the role is to work 'hand-in-glove' with the Account Managers; to provide a single point of contact through which customers can access the extensive technical resources of our client; to improve their product offering to fully meet the needs of customers through product development and problem solving activities; and to represent the 'voice of the customer' within the company.

To carry out this role successfully, you will be responsible for, but not limited to, the following duties:

* Coordinate the technical relationship and associated activities between Client, customers and relevant internal parties
* Support customers with any product related issues or opportunities; advising on product performance, suitability for required application, agreeing specifications and assisting in problem solving and trials
* Manage customer product quality complaint process from registration to close out, ensuring timely progression towards technical closure
* Ensure the client communicate professionally and maintain a high quality of customer service in response to any queries or complaints
* Ensure customers are provided with appropriate documentation consistent with brand image
* Review product quality supplied to individual customers and contribute to continuous improvement activities
* Ensure agreed targets are achieved
* Identify improvement opportunities
* Ensure countermeasures are robust and effective
* Produce appropriate analysis for customer portfolios
* Develop and maintain Technical Service Reviews with customers
* Promote the Tata brand ensuring a high degree of professionalism
* Promote awareness of our clients products and their technical attributes within the market place
* Manage the introduction of new products and product changes with own customers in conjunction with relevant functions in Technical and Manufacturing departments
* Build up a detailed knowledge of customer's needs, capabilities, and customer's sourcing arrangements of steel
* Seek information and physical samples to enable client to improve upon market knowledge (benchmarking, customer capability, market trends, etc)
* Assist with support and training of relevant skills to new and existing colleagues as required
* Represent the customer internally while promoting a 'customer first' culture within the business

What are we looking for?
In order to be considered for this role, applicants will have the following experience and attributes:

* Previous experience in a technical / manufacturing environment
* Technically qualified in a materials / engineering related discipline
* Knowledge of steel products is essential, particularly manufacture, processing and application
* Previous experience in delivering customer liaison on Technical issues
* Must be customer focused, with an understanding of customer steel end use
* Good communicator and listener on technical matters, and will need to apply these skills to a broad spectrum of people
* Knowledge of business functions and processes
* Foreign language skills (Spanish) desirable

The Benefits
Our client offers their employees significant benefits packages. For this role, you will benefit from:

* A market competitive salary
* 35 days holidays per annum
* Annual Pay Review
* Annual Bonus Scheme – subject to business performance
* Private Healthcare Scheme (Individual cover)
* One of the UK's leading defined contribution pension schemes (10% employer contribution / 6% employee contribution)

We also have an extensive list of lifestyle benefits including free onsite parking at all of our sites, an employee assistance programme as well as discounts with local and national retailers and services.

Acorn Recruitment acts as an employment agency for permanent recruitment

Apply now