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IOT CUSTOMER SUPPORT ENGINEER

Airedale Group
Weymouth
1 week ago
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Job Title: IoT Customer Support Engineer

Company Overview: The Airedale Group are the leading market design, installation, and maintenance provider for commercial kitchens in the UK hospitality and food service industry. We work alongside clients from the initial designs through to bespoke fabrication and installation. Coupled with the largest body of professional maintenance engineers in the country, we offer the complete end-to-end solution to our extensive client base. We have long-standing relationships with many of the biggest multi-site brands in the UK.

Job Overview: We are seeking an experienced customer service professional to join our team. The ideal candidate will have strong attention to detail, excellent communication skills, and a deep understanding of customer service principles. This role provides frontline customer support for IoT services, assisting customers with queries and troubleshooting commercial kitchen appliances, IoT devices and networks, and ensuring a high level of customer satisfaction. Familiarity with the catering industry sector and commercial kitchen appliances is preferred/ideal.

Location: Weymouth, Brackley or Halesowen (Hybrid working)

Key Responsibilities:

  • Handle customer queries related to IoT devices, connectivity, and software via Zendesk.
  • Troubleshoot and resolve IoT-related technical issues, escalating when necessary.
  • Document interactions and update knowledge base articles to assist users.
  • Collaborate with internal teams, including engineering and triage, to ensure prompt issue resolution.
  • Monitor IoT and kitchen appliance system performance and report on key metrics.
  • Assist in customer onboarding and training on IoT system usage.
  • Proactively identify any issues within the data and maintain tracking of customer issues.
  • Aim to exceed customer expectations by resolving issues promptly and professionally, fostering a positive experience that drives customer loyalty.

Experience Required:

  • Experience in a customer support or technical support role.
  • Strong Excel user.
  • Good analytical skills.
  • Familiarity with IoT devices, sensors, and connectivity (WiFi, 4G/LTE, LoRaWAN) is advantageous.
  • Flexibility to work weekends on a shared rota.
  • Proficiency with customer support tools (e.g., Zendesk).
  • Excellent problem-solving and communication skills.
  • Ability to work collaboratively in a fast-paced environment.
  • Familiarity with the catering industry sector and commercial kitchen appliances is beneficial.

About the Company: The Airedale Group is expanding rapidly, employing circa 700 people across multiple locations in the UK. This is a fantastic time to be joining the business with opportunities for career progression.

The Airedale Group, Airedale House, Battye Street, Bradford, BD4 8AG


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