Technical Support Engineer

Main Purpose of the role

As a trusted partner to our customers we are dedicated to ensuring that the equipment and services we provide operate at peak efficiency with minimal downtime. Within the Technical Support team we are key in achieving this mission positioning ourselves as the preferred partner for our customers. Our efforts directly contribute to driving repeat business and helping customers save millions in potential revenue lost due to production downtime and inefficiencies. The successful candidate will play a vital role in this by troubleshooting and resolving complex technical issues related to our equipment and services. This role requires close collaboration with aftersales sales and engineering teams to offer technical support while maintaining exceptional customer service and communication. Strong problem-solving skills effective communication and the ability to thrive in a fast-paced dynamic environment focused on minimizing machine downtime are essential for success.

Primary Responsibilities

• Advanced Troubleshooting: Provide expert technical support by diagnosing and resolving issues with our equipment and services aiming to minimize customer machine downtime.
• Customer Service & Communication: Deliver outstanding customer service through various channels including phone ticketing systems and remote access tools. Ensure all customer interactions are documented and issues are resolved quickly and effectively.
• Collaboration: Work closely with engineering teams to address technical challenges and support continuous improvement in the services provided.
• Technical Documentation: Contribute to the creation and maintenance of detailed technical documentation including reports troubleshooting guides and work instructions to support customers and internal teams.
• Remote Technical Support: Provide remote technical assistance using tools like SightCall Sentinel and TeamViewer ensuring quick and efficient issue resolution.
• Product Expertise: Offer expert technical support for at least three Ishida-supplied products ensuring timely and effective solutions to customer issues.
• Task Prioritisation: Effectively manage multiple tasks in a fast-paced environment prioritising them to meet deadlines and customer needs.
• Ticketing System Management: Use the ticketing system to log and manage customer issues ensuring accurate and up-to-date records.
• System and Network Knowledge: Utilise Ishida systems and maintain knowledge of computer networking to assist with related technical issues.

What skills are we looking for

To be successful in this role you must have knowledge of technical and engineering products excellent communication skills and the ability to convey and assimilate complex information. You should have extensive knowledge of both electrical and mechanical disciplines along with strong administration skills and forward planning. Being IT literate is essential. Experience in aftersales technical support or field service is also highly desirable.

The ideal candidate must have demonstrable experience gained within a food engineering or manufacturing industry. You should be comfortable working to tight deadlines and have a positive can do/will do approach to any issues. A willingness to learn the ability to take constructive feedback and confidence in asking for support when needed are important. You must be conscientious disciplined organised and take responsibility for your work. Flexibility and being able to work as part of a highly motivated team are key. Good communication and interpersonal skills are essential along with strong abilities in planning organising relating and networking. You should be focused on delivering results and meeting customer expectations adapting and responding to change and confident in deciding and initiating action. Above all you must ensure work is completed correctly and efficiently in line with deadlines.

Applications should be submitted by the close of 13 July 2025

Are you interested in this opportunity

If you would like an informal conversation about the role before applying please contact Joseph Whitelow. You must inform your line manager before submitting your application.

Please note that if you do not inform your line manager we will not proceed with your application.