Remote Technical Support Engineer - Manufacturing Equipment

About the Role

Our client is seeking a knowledgeable and adaptable Remote Technical Support Engineer specializing in manufacturing equipment to join their Installation & Maintenance team, working remotely from Stoke-on-Trent, Staffordshire . This position plays a vital role in providing immediate, expert support to clients experiencing issues with their industrial machinery. You will leverage your technical expertise to diagnose problems, guide users through troubleshooting steps, and coordinate with on-site technicians when necessary. The successful candidate will possess strong communication skills and a deep understanding of mechanical and electrical systems used in manufacturing.

Key Responsibilities

• Provide remote technical assistance and troubleshooting for industrial manufacturing equipment.
• Analyze customer-reported issues and provide step-by-step solutions via phone, email, or remote access tools.
• Diagnose mechanical, electrical, and software-related problems with complex machinery.
• Maintain detailed records of customer interactions, issues, and resolutions in the support system.
• Create and update technical support documentation, FAQs, and troubleshooting guides.
• Collaborate with the engineering and field service teams to escalate complex issues and ensure customer satisfaction.

Requirements

• Significant experience in technical support or field service for manufacturing equipment.
• Strong understanding of mechanical, electrical, and control systems commonly found in industrial settings.
• Excellent problem-solving and diagnostic skills.
• Proficiency with remote support tools and ticketing systems.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Ability to work independently and manage time effectively in a remote work environment.

Benefits

• Fully remote work offering unparalleled flexibility and convenience.
• Competitive salary and potential for performance bonuses.
• Comprehensive training on new equipment and technologies.
• Access to a supportive team and professional development resources.
• Make a direct impact on client operations by resolving critical equipment issues.