Customer Service Engineer

Camlin Group; Lisburn; Hybrid; GBP 30,000 - 50,000; Full time

Job description

Job Description

Customer Services Engineer

Company Description:

Camlin is a global technology leader that operates with the vision of bringing revolutionary products to life for a wide range of industries, including power and rail, and also has interests in a number of R&D projects in a variety of scientific sectors.

At Camlin we believe in high quality engineering and design, allowing us to develop market leading products and services. In short, we love creating value for our customers by solving difficult problems. As of today, the Camlin operation spans over 20 countries across the globe.

Customer Services Engineer (French Speaking)

Location - Lisburn, Northern Ireland

Hybrid working model

What to expect day to day:

Camlin Energy has an exciting opportunity for someone to join Global Service Delivery, Customer Services Team. We provide technical support to our worldwide customer base and Field Services Engineers. An opportunity has opened in the team for someone who can support our growing customer base in both France and further afield.

Responsibilities include:

• At all times remain professional and courteous, supporting the values of the company, aiming to deliver exceptional support and guidance to Camlin customers.
• Own and provide technical analysis of reported customer issues in the form of support cases. Investigate, produce findings, conclusions, and resolutions.
• Liaise with internal Camlin departments to obtain technical information required to help resolve complicated issues or requirements from the customer.
• Communicate regularly with customers by video, phone, and email to update them on support cases.
• Provide live remote support to Camlin Field Service Engineers / Customers / Partners during install / commissioning and service repair work.
• Create work instructions and training documentation to support customers and field service engineers.
• Document and maintain accurate history of all field installations / service findings and resolution status.
• Capture quality issues discovered in the field and raise NCRs (non-conformance reports) and follow the internal RCA process (root-cause-analysis) to provide feedback to the customer as required.
• Maintain assigned KPIs to acceptable levels (Key Performance Indicators).
• Undertake any other duties as required from management to ensure the smooth operation of the Customer Services function, commensurate to the role.
• Occasionally be required to go to the field to help troubleshoot a unit, in support of our customers or a Camlin Field Service Engineer.

Essential Criteria:

• Proficient in Microsoft Office.
• Good analytical and problem-solving abilities.
• A positive, can-do attitude, keen to learn and develop industry and product knowledge.
• Attention to detail.
• Effectively prioritise your workload.
• Excellent verbal and written communication skills.
• Bi-lingual with fluent French verbal and written skills.
• A 3rd level Electrical engineering/relevant qualification, or able to demonstrate relevant experience commensurate to the role.

Desired Criteria:

The following skills will be valuable and advantageous:

• Experience in Energy, Electrical, or manufacturing sectors.
• Technical customer service/support experience.
• Fault finding experience.
• Engagement with field services or from a field service background.
• Attention to detail with an ability to analyse diagrams and schematics.
• Salesforce experience.

Our Values:

• We work together: We know that working collaboratively will help us reach our shared goals faster, so we always look for ways to help each other.
• We believe in people: Here at Camlin, our people are central to what we do and what we can achieve. And as we move towards becoming industry and customer ‘partners’ that’s even more important. We trust our team members to do their best and be supportive.
• We won’t accept the ‘way it’s always been done’: Since Camlin’s inception, we’ve been curious, inquisitive, and always want to improve. Thinking differently is in our DNA and we love solving tough challenges.
• We listen to learn: Whether it’s our customers, our markets, or each other, we ask questions and listen to the answers so we can learn and improve.
• We’re trying to do the right thing: We take responsibility for our actions and make decisions based on what’s right for people, profit, and planet.

Equal Employment Opportunity Statement:

Individuals seeking employment at Camlin are considered without regard to race, colour, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, gender identity, or sexual orientation.

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