Customer Support Engineer

Job Description

About the RoleReporting to the Customer Support Manager, you will be an integral part of a team dedicated to providing first class technical support to users of our engineering software. As part of a growing team, reflecting our increasing number of users worldwide, youwill be key to representing and maintaining the high level of customer satisfaction for which we are held in high regard.The customer model is high value and low quantity. The focus therefore is on building and maintaining strong relationships with existing and potential users enabling them to get the maximum technical benefit from their software investment.Although primarily based at our HQ in Nottingham, UK, you will be involved in providing support to end users worldwide which include a large number of leading names in the industry. The role may require occasional travel to markets that we operate in toprovide software training and/or support.Primary Responsibilities:Providing industry-leading technical software support to end users, partners and resellers of our software in accordance with company processes and quality standardsBe instrumental in working with end users and colleagues to solve technical engineering problems using our softwareCommunicate with end-users both verbally (telephone/video call/face-to-face) and in writing/emailSupport the Sales Team by providing support to evaluators and giving demonstrations of the software either in person or via web-meetingWhen suitably proficient, be actively involved in providing detailed technical training in the use and best practice of our software via online and face-to-face methodsWork alongside the Sales and Software Development Teams to ensure user requirements are captured for possible future software enhancementInput into the generation of technical and training documentation and resourcesWhat youll need to succeedDegree level qualification in Mechanical or Automotive Engineering with either 1st or 2:1 classificationProven experience of providing end-user technical supportA strong desire to provide consistently high levels of customer support and recognition of the importance of customer satisfactionExcellent written and verbal communication skills, both with internal and external stakeholdersAble to clearly communicate technical data and explanations to customersStrong problem solving and analytical skills with an attention to detailThe ability to undertake international travel to provide support and/or trainingSelf-motivated, able to work as part of a team and also on own initiativeAble to manage own time and meet tight deadlinesWhile not essential, the following additional skills would be an advantage:Experience of transmission / driveline design and analysisExperience of FE modelling in Ansys/Nastran/Abaqus or equivalentExperience of .NET/Python or MATLAB programmingExperience of delivering technical training to end-userPreparing end-user technical documentation and/or training materialsKnowledge of Zendesk/Freshdesk or other help-desk platforms