Customer Service & Technical Support Engineer

Customer Service and Technical support Engineer

We are seeking a Customer Service and Technical support engineer who will be responsible for providing exceptional customer service and technical support to clients. This role involves, addressing customer inquiries, resolving issues, and ensuring customer satisfaction post-purchase, strong communication skills, and a proactive approach to problem-solving.

What you’ll be doing:

• As a Technical support engineer, you will support the business by providing quality technical advice, support, and guidance to external and internal customers.
• Technical services range from advice on all Knauf products, systems, applications, certification, and compliance with building regulations.
• Qualifications Dialogue with contractors, engineers, architects, and dealers on technical building challenges.
• Working with building physics disciplines such as sound, fire, moisture and statics
• Handling and responding to telephone, email, and all digital generated customer enquiries.
• Handle customer complaints and concerns, ensuring a satisfactory resolution.
• Keep accurate records of customer interactions, issues, and resolutions in the CRM system.
• Gather customer feedback and relay it to the appropriate departments to improve products and services.
• Perform post-resolution follow-ups to ensure ongoing customer satisfaction.
• Work closely with the sales, technical, and production teams to resolve customer issues and improve service delivery.
• Support the team with the review and development of company literature, documents, and other technical focused marketing materials.
• Record customer calls, emails, and other interactions with the customer service hotline
• Document detailed records of customer information, inquiry details, and resolution steps
• Categorize and organize customer interaction data in the company's CRM.
• Maintain and update customer records with the latest information and interactions.
• Collaborate with the Technical support team to provide timely access to customer data and information.
• Identify and escalate any critical issues or concerns that require immediate attention.

What we’d love for you to have:

• Bachelor’s or Master’s degree in any field of Engineering, preferably in Architecture or Civil Eng.
• If you have experience in after-sales support, preferably in the construction materials industry, this would be an added advantage.
• Communication: Excellent verbal and written communication skills.
• Customer Service: Strong customer service orientation with a focus on delivering high-quality support.
• Software Proficiency: IT skills in Microsoft Office Suite, CRM systems (e.g. Salesforce). Experience with BIM and digital drawing tools this would be an added advantage.
• Team Player: Ability to work collaboratively in a team environment.

Can you say ‘yes’?

Do you treat your colleagues with respect?

Do you always have the customer in mind?

Do you act with future generations in mind?

Do you like to seek out opportunities to grow and develop?

Do you have a proven track record of delivering results?

We’ll provide:

• Competitive salary

• Private Health insurance and Further Company Benefits

What happens next?

We appreciate that your time is precious and applying for a new job can be a lengthy process - so we have committed to replying to your application as soon as possible