1st Line Customer Support Engineer

Dura- is a leading provider of industrial printing, labelling and identification solutions. We are looking for a professional, customer-focused 1st Line Customer Support Engineer to join our team in Tankersley.

Reporting to the Technical Sales Manager, you will provide effective first-line support to customers across the UK. You will help resolve hardware and software issues, build strong customer relationships and work closely with the sales team to identify customer needs and recommend suitable products, services and consumables.

This role would suit someone who enjoys delivering excellent customer service, solving problems and giving customers confidence that their issue will be handled promptly and professionally. Previous IT or software support experience would be beneficial, although a calm approach, strong communication skills and a willingness to learn are equally important.

• Provide friendly and professional first-line support to customers by telephone, email and remote access.
• Diagnose and resolve software and hardware issues, escalating or coordinating support where required.
• Build and maintain strong relationships with key customer contacts.
• Support the sales team by identifying customer requirements and recommending suitable printing solutions, services and consumables.
• Manage customer support and consumables contracts, including renewals and billing.
• Coordinate support activity with third-party suppliers.
• Maintain accurate customer, ticket and activity records within the CRM system.
• Assist with on-site hardware repair and support work at the Tankersley site when required.
• Work collaboratively with sales, technical and management colleagues to provide an excellent customer experience.

• Previous experience in customer service, technical support, IT support or a helpdesk environment.
• Excellent verbal and written communication skills, with confidence speaking to customers by telephone, email and face to face.
• A calm, patient and professional approach when resolving customer issues.
• Strong relationship-building, organisational and problem-solving skills.
• Good attention to detail and the ability to maintain accurate records.
• A positive, proactive and professional approach, with a willingness to learn.
• Experience of colour printers, thermal printers or labelling software would be advantageous but is not essential.
• Company pension through a salary exchange scheme
• 25 days annual leave plus bank holidays
• Employee Assistance Programme
• Special recognition and birthday day off
• Life assurance
• Cycle to work scheme
• Employee discounts with well-known retailers
• Training and development opportunities
• Career progression opportunities within Dura- and the wider Group

We’re an equal opportunity employer. We are committed to building a diverse team and inclusive culture. If you require assistance due to a disability, please contact  .