Product Support Executive

  • Job Reference: 191020180955
  • Date Posted: 19 October 2018
  • Recruiter: Archers Recruitment
  • Location: Swindon, Wiltshire
  • Salary: £23,500
  • Bonus/Benefits: Additional Benefits
  • Sector: Commercial
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

We are looking to recruit a highly motivated Product Support Executive to join our market leading client. The successful candidate will be the first line 'go to' resource for technical product-related queries providing excellent pre and post sales technical support to customers both internal and external.

Key Responsibilities

  • Enthusiastically provide technical support, information and advice to our customers, partners, sales team and customer support team & operations team
  • Support channel sales partners with product and market information; developing relationships with vendor managers
  • Ensure that all customer queries are logged and handled in a timely manner to ensure customer satisfaction
  • Provide product and sales training to channel sales partners as well as to Company employees for new starters as well as ongoing refresher training
  • Develop and maintain a deep knowledge of transceiver compatibility
  • Work closely with the Product Management team to ensure product knowledge is current as well as being able to articulate new products on the horizon
  • If required, attend trade shows, exhibitions and customer-facing meetings
  • Manage complex customer technical cases, involving wider team members from Product Management and Engineering, ensuring excellent case management and customer satisfaction
  • Take ownership for managing new compatibility requests from customers or sales, logging these and overseeing the tickets to ensure appropriate prioritization of resource and focus
  • Assist with the 'triage' of post-sale customer issues to assess optimum route to achieve customer satisfaction
  • Work with marketing to ensure interesting / live topics are present on our social media sites

Skills and attributes required

  • Customer centric: Strives to provide fast and accurate product sales support to customers and partners
  • Technical competency: An interest in network connectivity products (for example: cabling, patch-cords, optical transceivers, direct attach cabling and media convertors); you may have worked for a distributor of technical products previously, or hold a CCNA
  • Cross-Functional teamwork: Foster tight partnerships with sales, product, marketing, operations and manufacturing partners
  • Communication: Demonstrates excellent inter-departmental and customer facing communications. The role requires daily customer and supplier communications over phone, email and in person.
  • Good analytical and quantitative skills: MS Excel use and spreadsheet analysis, awareness of product pricing, margins and cost
  • Action oriented: creates a strong sense of urgency, can manage multiple priorities


Competitive Salaries and Benefits

Hours: Monday - Friday 08.30 - 17.30