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Customer Support Engineer

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Quadient

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Location:
United Kingdom , Loughton

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are currently looking for a new Customer Support Engineer to join our Product Support team. Opportunity is offered hybrid at our Loughton, Essex office.

Job Responsibility:

  • To provide technical & product support to UK and Overseas customers for all QTL products
  • To support the introduction of new products and product features to the marketplace in conjunction with the Marketing and R&D departments
  • To conduct month service and support reviews with assigned country specialists
  • To feedback quality issues from the marketplace to QA and R&D departments
  • To visit UK and Overseas customer sites as required by the company to provide onsite customer Support
  • To be aware of all department KPI’s and help to maintain targets
  • Provide daily support to internal departments, UK and overseas product specialists via e-mail, TeamViewer, Microsoft Teams, or telephone
  • Co-ordinate and prioritise departmental requests in agreement with the GPS Manager
  • Provide product requirement specifications for new products and features agreed with the GPS Manager
  • To provide installation and field support for PM/Mid/Low document systems
  • Act as the second line escalation of high call UK sites and customer complaints, developing action plans and seeing through to a resolution
  • Liaise with R&D and the QA departments to continuously improve product quality
  • Provide technical training and training support documents as required
  • Provide technical documentation relating to product installation, maintenance and fault finding to the drawing office as required
  • Conduct product demonstrations, both physical and virtual, for the UK and overseas sales teams
  • To maintain an overview of departmental and company procedures and discharge any specific responsibilities contained within them
  • To liaise and communicate with other departments within the Company
  • To inform and appraise the GPS Manager as appropriate
  • To always ensure that, in the discharge of responsibilities, the requirements of Health and Safety at Work are met

Requirements:

  • A proven track record of customer facing support/field service engineering
  • A confident and professional attitude with customers on the telephone and email
  • A broad knowledge of mechanical/electrical engineering (the ideal candidate will have completed an electro/mechanical/technical apprenticeship or equivalent)
  • A good level of understanding of computer networking
  • Good computing skills (Windows based products) and able to quickly compile reports and spreadsheets
  • Experience with remote access software packages. (i.e. TeamViewer)
  • A flexible attitude to overseas travel at short notice
What we offer:
  • Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle
  • Endless Learning: Access global opportunities for growth through our 24/7 online learning platform
  • Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program
  • Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme
  • Caring for Wellbeing: Access our complimentary employee assistance program for mental health support

Additional Information:

Job Posted:
February 18, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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