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Technical Support Engineer

Fotech Solutions are one of the original developers of DAS (Distributed Acoustic Sensing) technology. Our technology can be found in over 25 countries worldwide. We were bought by BP Launchpad at the end of 2019, Launchpad is bp’s business-builder and scale-up factory. We are part of an ambitious mission to build five billion-dollar businesses, tackling the dual-energy challenge by 2025. This is no mean feat, and it’s critical that we build a global culture and team that challenges itself to reach our goal.

That’s us, but what about you?
In your role as a Technical Support Engineer, you will take ownership of customer product or service enquiries/queries by being a customer’s first point of contact. You’ll work with internal and external stakeholders to understand, identify, and deliver solutions for a global customer base. The Service team you’ll be a part of focuses on delivery to our customers, you’ll play a key part in helping us develop our ability to react and resolve quicker, smarter and more effectively moving forward.

You’ll do this by:
Being the first responder to customer support issues. Working with all departments to ensure all enquiries are dealt with in a timely manner and charged appropriately
Managing Return Merchandise Authorisations (RMA) and repair queues providing quotes, RMAs and prompt turnaround working with logistics and account management teams.
Working with Customer Support and Logistics (CSL) to support Engineering development
Maintaining outwardly facing FAQ web pages, Wiki and other databases
Delivering customer support metrics pack ensuring this aligns with the tracking system
Actively participating in the continued development of the department and company-wide processes

We want you to bring:
Experience of Fibre optics/optoelectronics system or a degree in a field of engineering (Computer science, Electronics etc)
Strong problem-solving skills, the ability to work through problems independently and engage with our SME’s when appropriate
Clear communication skills. You will need to communicate clearly with a variety of customers (internal & external)
Stakeholder management. Experience working with different teams/departments ensuring a successful outcome is delivered to our customer
Working knowledge of Linux and Windows

By 2025, we intend to provide a world-leading flexible & fully scalable software solutions, integrating high performing sensors designed for ubiquitous, low capital deployment. We will do this through the talent and strength of our people.

If you feel this role is for you, apply today.

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