Help Desk Engineer

As a family-run, high-tech company with nearly 19,000 employees at 71 locations worldwide, we are looking for forward thinkers with unconventional ideas and drive to join our team. Our company culture, which values collaboration and mutual trust, creates the ideal framework for boldly trying new things and questioning the status quo. Our technologies inspire people to develop and produce things that are currently unimaginable. Whether lasers, machine tools, EUV or electronics - TRUMPF is building technological worlds for future generations. Are you ready for new challenges?

You will be responsible for providing front Line response to the customer, ensuring prompt and clear remote support across the product portfolio described by TRUMPF Group as MT Laser (including LT TruLaser Cell ) products.

This role is providing in house support for Laser and CNC Machine Tools.

The task is to support the customer from the start of the case logging until the fault / issue has been rectified.

The team consists of 4 In house Engineers and 16 Field Engineers.

Responsibilities:

Full diagnosis of all helpdesk calls
Handle spare parts inquiries
Find part numbers for customer orders
Technical support for engineers on the road
Scheduling of engineers
Communicate with customers regarding visiting their sites
RAMS (risk assessment mission statement)
Ensure that the right engineer is allocated to the job (qualifications, tool assessment)
Closing of cases
Escalate complaints to the right person
Fix machines on showroom floor
Liaise with engineers

Desirable experience:

- Experience in CNC Machine Tools

- Electrical and Mechanical experience

Behaviours:

Target driven with a focused attitude and self-motivation
Customer orientated whilst understanding the company needs
Good time management
Act and behave in line with the guiding principles of the TRUMPF Group
Be presentable at all times and act in a polite manner

Working hours:
39 hours per week Monday- Friday
At least five weekends per year will be worked
TRUMPF supplies all tools & Equipment

Overtime - Monday to Friday flat rate - Saturdays is 1.5 and Sundays is 2.0
Full-time office based during probationary period, with option of moving to Hybrid working
(Monday and Friday from home) following completion of probationary period