Technical Support Representative

Edale s Technical Support Representative provides a comprehensive service to Edale s global customers. You will take on technical support responsibilities for installed machines and upgrades whilst developing good customer relationships with new and existing customers. This role is pivotal in promoting a positive customer experience to help drive efficiencies and improve revenue sales., + As a main point of contact - take ownership of after sales support cases, deciding the most effective response and allocation of tasks as necessary to the most appropriate colleague(s)
+ Ensure all customer related activity is logged and actioned through the ticketing system.
+ Strengthen existing customer relationships to capitalise on new opportunities where possible.
+ Identify and capture additional revenue opportunities, specifically recurring revenue.
+ Liaise with other departments, following the defined processes to ensure timely customer resolutions and customer satisfaction.
+ Support with processing and delivery of spare part and upgrade orders ensuring everything is shipped with the correct documentation and fixings.
+ Actively identify the need for additional spare parts, equipment, upgrades, or service contracts where possible

To be successful in your application you will need to:
+ Good working knowledge of Microsoft applications
+ Lead by example with integrity to build trust with customers and respect within your team
+ Excellent problem solver
+ A strong Engineering background
+ Be self-motivated with a desire to take opportunities and show commitment
+ Be able to work under pressure and in a fast-paced environment
Desirable:
+ Hold a relevant Engineering qualification

At Edale we are engineers of world-class flexographic printing and converting solutions for the packaging industry. We design and engineer tailormade presses for print professionals, designed to excel in every environment and engineered to last. Market leaders for over 75 years we produce groundbreaking innovations, outstanding quality, global sales, and world class support. Edale is a subsidiary of Canon and as industry leaders we strive for sustainability and drive for continuous excellence.

+ 25 days annual leave, plus bank holidays
+ Pension (5.5% employer)
+ Bright Exchange Employee Discount Platform
+ Life Insurance x3
+ EAP Employee Assistance Programme
+ Continuous Learning Culture
+ Cycle to Work Scheme