Customer Support Engineer

 Full Time
 Global Specialty Business
 Aberdeen

What will you do?

The Customer Support Engineer will report to the Operations Director and where the objective is to be the focal point for all technical, commercial and contractual enquiries from the customer.

PRINCIPAL DUTIES:

  • Be the focal point for all technical, commercial and contractual enquiries from the customer.
  • Communicate customer requirements into the organisation.
  • Influence customers to use Surface Technology products and services.
  • Be responsible for accurately forecasting customers’ requirements. Maintain a live forecasting and operational database.
  • Develop personal relationships with key individuals within the customers’ organisation to build trust and understanding between organisations.
  • Liaise with customers and establish/anticipate their needs for the services of Advanced Coating Initiative Limited.
  • Maintain a record of all non-conformance issues and be involved in the implementation of corrective actions and customer communications arising from such issues.
  • Ensure all quotations are completed in a timely and professional manner to meet customer requirements.
  • Issue relevant and concise workshop instructions to meet customer requirements.
  • Liaise closely with process inspection and laboratory to ensure quality standards are always met.
  • Review and implement process improvements to shorten lead times.
  • Provide engineering and technical support to all areas pertaining to the business.
  • Maintain up to date knowledge of all customers’ ongoing activity and manage/communicate/assist to resolve issues as they occur. (Work in progress)
  • Maintain customer and commercial job files.
  • Assist with the training and development of new employees when appropriate.
  • Contribute to the continual and measurable improvement in the service offered to Customers and in the turnover and profitability of the business.
  • Contribute to the implementation of “Best Practice” throughout the business.
  • Ensure, when dealing with clients or other non-ST. personnel, that the best interests of ST. and any other Division of ST are always represented/presented.

QHSE RESPONSIBILITIES

  • Ensure understanding of compliance with and actively contributing to the progressive improvement of all documented controls and processes, including Procedures, Risk Assessments and COSHH Assessments, developed to reduce the likelihood of harm to people, property and the environment to as low a level as is reasonably practicable.
  • Take personal and legal responsibility for your own Health and Safety and that of others who may be affected by what you do or don’t do.
  • Actively intervene in any unsafe act or condition that may be identified.
  • Co-operate with the Management Team so far as is necessary to ensure that the requirements defined by the Health and Safety management system are performed or complied with.
  • Ensure that any PPE issued or made available is used, maintained correctly and any loss or damage is minimised.
  • Immediately reporting any unsafe or potentially unsafe acts or conditions to your supervisor or any member of the Management Team.
  • Immediately reporting any errors, omissions or potential improvements identified in the Health and Safety management system, controls or processes.
  • Comply with all Client Health and Safety controls, processes and other requirements on Client work sites.

What’s in it for you?

  • Competitive salary
  • 23 days annual leave
  • Company contribution pension scheme
  • Life assurance
  • Quaker Houghton University

What do we look for?

Essential:

  • Ability to read and understand Engineering drawings
  • Experience in using Microsoft Word/Access/Excel
  • 3 years’ experience working under own initiative
  • An awareness of QHSE regulations is required
  • Good mechanical aptitude

Desirable:

  • Experience in coatings industry (Thermal spray/Plating)
  • Machine shop experience
  • Use of measuring and workshop equipment
  • Customer facing business experience

Who are we?

Surface Technology is a Quaker Houghton company and supports other businesses in the group including NHE, Ultraseal International, Sifco ASC and other Surface Technology sites.