Job Description:

Technical Support Engineer - Aftersales

We are looking for a proactive and customer-focused Technical Support Engineer to join a busy team supporting customers throughout the full aftersales process. This is an excellent opportunity for someone who enjoys problem-solving, communicating with customers, and working collaboratively across departments.

The Role

In this position, you will take responsibility for managing customer issues from the moment they are reported through to successful resolution. You will work closely with customers and internal teams to identify solutions and ensure a positive customer experience.

Key responsibilities include:

• Managing the complete aftersales support cycle, from initial enquiry to final resolution
• Communicating with customers through various channels including email, telephone, online platforms, and face-to-face when required
• Investigating customer concerns and identifying effective solutions
• Asking relevant questions to quickly determine the cause of issues
• Guiding customers through troubleshooting steps until problems are resolved
• Escalating more complex or unresolved matters to the appropriate internal teams
• Providing clear and timely updates to customers throughout the process
• Recording and tracking all customer issues accurately
• Handling multiple ongoing cases and prioritising workload effectively
• Following up with customers to confirm that issues have been resolved to their satisfaction
• Producing accurate reports to support other departments
• Working in line with quality management processes and contributing to improvements where required
• Liaising with internal teams such as technical, operations, stores, and shipping to obtain solutions
• Supporting continuous improvement processes by documenting suggested changes
• Over time, travelling within the UK and internationally to support aftersales activities, equipment installation, or customer training

Additional Responsibilities

• Taking ownership of customer-reported issues and ensuring they are resolved fully
• Diagnosing and troubleshooting problems to identify appropriate solutions
• Following established escalation procedures when required
• Proactively contacting customers after delivery of orders or parts to confirm satisfaction and gather feedback

Skills and Experience Required

• Previous experience in a Technical Support Engineer or similar role
• Ability to identify and resolve basic technical faults
• Strong problem-solving skills with a logical approach
• Excellent written and verbal communication skills
• Ability to explain technical solutions clearly in a step-by-step manner
• Practical mechanical skills would be an advantage, although training will be provided

Apply now!

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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