**Job Description:** **Job Purpose** To provide technical support to Instron’s field-based service engineers globally, making use of electrical / hydraulic schematics, mechanical drawings, and product knowledge. This is primarily an office based support role with an occasional need for domestic and international travel to provide hands-on support to complex problems. **Tasks & Responsibilities** + Remotely supporting Instron’s field service team internationally on designated products. + Reviewing escalated customer issues for designated territories and product lines, providing recommendations for resolution to local and senior management. + Representing the Service Department on new product development and concurrent product support teams, ensuring ongoing improvements and customer satisfaction. + Working with and developing new technology for customer and Field Service Engineer support. + Visiting customers globally to support local service and sales teams, resolving technical issues, and providing training. + Contributing to the company's efforts to enhance customer satisfaction, reduce costs, and improve quality using specified tools and processes. + Providing quick and comprehensive feedback and updates through effective communication. + Maintaining accurate call administration and submitting expenses and paperwork as per company requirements. + Performing other related duties as specified and agreed. **Key Competencies (includes skills)** + Ability to read and understand electrical and hydraulic schematics. + Ability to find creative solutions to complex technical problems. + Thrives in a culture that puts a high priority on responsiveness to customer needs and that values a high degree of customer satisfaction. + Capable of prioritising own workload from both the perspective of the internal organization and customer perspective. + Dedicated and pro-active approach to work with minimal supervision. + Works effectively with direct team members and other members of the Instron workforce. + Ability to communicate technical information to non-technical audiences. **Qualifications / Experiences** HNC or equivalent qualification in a technical subject or 5 years’ experience in an engineering discipline. **KPIs/Other Performance Measurements** - Fixed Fast – Escalated customer issue ownership - Fixed Fast – Time to resolution of technical problems - W&I Hours / Costs