Reporting to the Head of Operations and working closely with the rest of the Custom Care team, the Custom Care Technical Support Engineer will be pivotal with developing optimal service delivery and operational platforms for the region.
The Support Engineer will strive for all customers to be a Customer for Life with CDE, by ensuring CustomCare is committed to delivering operational excellence for all customer requirements.
About The Role
- Physical site presence will be required to support RSEs, CRMs, Customers and the wider CDE team (proactively and reactively).
- Diagnose plant faults both electrical and mechanical and liaise with HQ based technical expertise to resolve on site.
- Conduct Customer site audits and technical recommendations.
- Ensure Warranty claims are dealt with in accordance with the warranty process and ownership is taken to conclude the process with due diligence.
- Conduct optimization reviews of customer sites and provide recommendations to enhance plant efficiency and increase throughput
- Collaborate internally with Custom Care key stakeholders to ensure all customer requirements are met, such as parts, service and out of scope project solutions.
- Act as the point of escalation for customers within the region, ensuring complaints or urgent requests for assistance are dealt with in a prompt and professional manner.
- Provide customer feedback to internal colleagues and stakeholders. Feedback is to be open, honest and constructive with the aim of providing sufficient detail for driving improvement or for praise.
- Understand and communicate any capital Sales opportunities to the BD/CRM team.
- Always ensure full compliance with our H & S Management system.
Required Criteria
Skills Needed
About The Company
WE ARE CDE. ENGINEERED FOR YOU
We empower our customers to transform waste into valuable resources through innovative co-creation, laying the foundations for the circular economy.
We help our customers maximise their natural resources in the most sustainable way possible – with greater efficiency and less waste than ever before. Our unparalleled speed and scale are down to our proximity to our customers and our deep understanding of their challenges. Our track record of proven solutions consistently meets our customers’ needs precisely, operating in challenging environments from the Arctic to the Equator.
Wet processing is our sole focus –our experience and expertise is unmatched in this field.
Every day, in everything we do, we strive to do it right. We want to be the best at what we do and deliver the maximum benefit for our customers. We pull together, as a team, in pursuit of this common cause. Our “Customer for Life” mentality fortifies each of our projects, with CDE engineers delivering continuous, limitless support.
Company Culture
We recognise that it is our people that have established CDE as market leader in developing solutions for the wet processing industry both within natural materials processing and waste recycling sectors.
OUR PURPOSE IS TO CREATE OUR BEST WORLD, A TON AT A TIME.
To do that, we must continue to build our global team by adding the most ambitious, driven and talented people. We will challenge you, elevate you and broaden your horizons. We will help you to be the best you can be both personally and professionally.
We are renowned for our energy and can do attitude…. and at times seemingly delivering the impossible. We also know that all the will in the world won’t take us anywhere unless we work together. And we like to have fun together - life’s too short and we spend most of it at work. If we lose the power to laugh, we lose the power to think.
We will continue to add the most dynamic, ambitious and talented individuals to the CDE team.
Company Benefits
Health insurance, Vacation, Paid time off, Retirement plan and/or pension, Employee development programs, A diversity program, Opportunity to travel, Free parking, Cycle to work, Referral bonus, Open office, Competitive salary, Long service recognition, Free parking or Discounted parking , Employee Assistance Scheme, Wellbeing Scheme, Work With Charities, Social Opportunities, Employee Recognition Scheme, Hybrid Working, Culture of recognition, On the job learning, Progression opportunities, Access to Health & Wellbeing app, Bereavement leave, Long service awards, Service recognition increases to annual leave, Staff celebration events
Salary
Not disclosed
