Customer Support & Testing Specialist

Our company is growing and we are looking for a hands-on Customer Support and Testing Specialistto take over, grow/improve, and manage the support of our Digital Inspection Tables and other related products. Salary: Depends on experience Posting End Date: 01/05/2024Location: MediaCity, Manchester, UKYou will work with a friendly and supportive team who have already documented almost everything!SummaryAt HE Inventions, we design and build equipment and tools for the packaging sector. For example, Digital Inspection Tables
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Smartphone Microscopes, and more. The company is growing, and we need your help to ensure that our customers receive great quality, reliable products, and work directly with our customers to make sure they get the most from their equipment.The right candidate will be "hands on" at the start, learning the ropes, and then transition to leading a QA team as demand increases. You might currently be a seasoned QA department head, a software engineer, or a technician that enjoys being customer facing and is looking for their next step. The role is adaptable for the right person.We need somebody who comfortable with computer hardware (e.g. HDMI cables, serial cables, and the problems they offer) and capable of configuring and understanding software (e.g. Windows services, reading logs, and working closely with software engineers). The role has physical elements (e.g. integration testing, traveling to customers) but will also have some remote elements (e.g. keeping documentation up to date, report writing, and remote support via TeamViewer).The best candidates will: (1) have an eye for detail , (2) be excellent communicators (spoken and written) , (3) keep precise documentation , and (4) be organised ️. You have a say in HOW our quality process should be executed and ensuring customer sales are delivered and well-organised.Candidates with experience working with international customers in an industrial setting are preferred.Responsibilities> Integration Testing: Develop and execute comprehensive software integration tests on physical hardware, document and report results, classify issues, and collaborate with software and hardware developers to identify and implement solutions.> Support Requests Management: Provide exceptional remote support (via TeamViewer) to customers across different time zones and offer on-site support when required (international travel necessary a few times per year). Maintain a professional, patient, and empathetic approach when assisting customers from diverse linguistic and cultural backgrounds.> Issue Management: Classify issues, manage their tracking and severity, and liaise with software and hardware developers to devise solutions. Can write up an accurate and repeatable bug report. Manage support requests in collaboration with the software and operations leaders, ensuring issues are accurately reported, monitored, and resolved.> Big Picture Perspective: Generate detailed reports on customer status and proactively follow up to ensure their success and satisfaction. Reach out to customers and follow up on their support requests internally and with our business partners.> Test Procedures: Review, improve, and author test procedures for existing and new products.> Documentation: Continuously review, enhance, and create test procedures for both existing and new products. Maintain up-to-date documentation and ensure strict adherence to established processes. Collaborate with externals to validate language translations.> Pre-installation Support: Coordinate customer installation support, ensuring the pre-installation checklist is completed and all necessary preparations are made for a smooth installation process.> Training: Delivering engaging and clear training to customers, installers, and external support staff.Qualifications, Skills, and Attributes> Customer-centric Mindset: Empathy for customers, a desire to help them, and a commitment to delivering high-quality service.> Excellent Communication Skills: Strong written and verbal communication in English and excellent at dealing with customers of different
languages/cultures. > Highly Organised: Excellent organisational skills and effective time management abilities, particularly when coordinating work across different time zones.> Technical Proficiency: Comfortable working with JSON files, XML, settings, reading logs, and utilizing text editors. Proficient in Microsoft Office applications such as Word, Excel, and PowerPoint.> Engineering Background: Familiarity with engineering environments and practices, as well as a basic understanding of electronics, wiring, audio-visual systems, and computer operating system setup.> Travel Readiness: Willing and able to travel internationally and manage logistics effectively.Bonus Skills> Experience with programming languages such as Python, TypeScript, and Node.js.> Familiarity with automated testing tools and practices (e.g., Selenium, Continuous
Integration/Continuous
Deployment).> Knowledge of router, firewall, and network configurations.> Proficiency in multiple languages.If you are a software engineer or technician looking for your next step we can discuss a slightly different role similar to this one.About the CompanyHE Inventions (Hardy & Ellis Inventions LTD) are a team of inventors working on a new generation of industrial mixed reality systems and digital innovations. We work with world-leading organisations to research new technologies and deliver them as new products on a global scale.You will join a highly motivated and friendly team who love inventing. We are a small business so have a flat structure and treat everyone's input as valuable.The philosophy behind a lot of our work and the tools we design is to augment/improve the capabilities of people working in industry - not replace them. For example, our flagship product is a mixed-reality quality control station (Digital Inspection Table) for the packaging sector that helps packaging companies produce better quality and reduce waste
( -showcase). These tables are helping to improve the sustainability of the packaging sector around the world, ranging from the US, UK, EU, and Asia.You will have:A pivotal role in a growing and innovative company.Opportunities to be involved in cutting-edge projects.Competitive salary and benefits.If you are interested and want to know more, please feel free to drop us an email!Send me alerts about jobs like this.Please enter your email address to continue setting up an email alert for similar jobs to this one. By entering your email address and clicking apply you will sign up to Jobs4 and agree to our terms and conditions .
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