The Technical Support Engineer reports to the Head of Sales and will work closely with operations and customers to understand customer needs and look for ways to meet these through existing and new supplier capability and create best in class customer experience with regards to technical support.
Job Interactions & Interface
This role interacts with internal staff: Operations, Customer Success, Tech, Product
- Deliver best in class in depth product application support to internal and external customers
- Be the ‘go to person for an aligned product group and support, where required and be seen as the Subject Matter Expert by Eezee its customers and suppliers.
- Work with suppliers to develop own expertise to that of Subject Matter Expert in aligned product groups and to ensure they have knowledge of cutting-edge applications; new and forthcoming developments and they can support detailed system level application questions.
- Support the rest of the technical support team’s knowledge in aligned product group to that of proficient level, i.e. a good understanding of Eezee value proposition and can articulate the meaning of key attributes and can specify products based on customer needs.
- Support the technical capability journey of our customer service, branch network and internal sales teams so they can deliver best in class 1st line product support and sales effectiveness through supporting their ability to search and find products, product knowledge, cross and up sell through improved offer knowledge
- Spend around 10% of their time at customer sites supporting the external sales teams and gaining an in-depth knowledge of customer needs and challenges.
- Identify sales opportunities and work with operations and other teams to deliver.
- Candidates possess at least Diploma in Industrial Engineering or Supply Chain Management is preferred
- Strong technical background in the MRO industry especially in Oil and Gas, and Safety products
- Experience working in either a manufacturing or maintenance environment with strong technical knowledge
- An understanding of the Eezee customer base and the MRO market
- Possesses a growth mind-set with a strong desire to continually self-develop
- Curious and innovative, always looking for new and different solutions to customer needs
- Excellent communication and interpersonal skills
- Self-motivated and customer focused, understanding the needs of providing high level of customer service and satisfaction
- Demonstrate commercial acumen by identifying and acting upon buying signals to maximize and capture all sales opportunities.