Customer Support European Helpdesk Operative

The Role

Amscreen Group Limited is a company at the forefront of the Digital Signage Market. We are seeking a Helpdesk Operator to work within the Support Team in our offices in Bolton, Lancashire.

Successful candidates will perform first line support for our customers across the UK and Europe – and specifically for this role, France.  The role includes telephone support, problem diagnosis and fault logging and interaction with client support teams and client maintenance engineers.

This role requires the ability to fluently speak French.

Candidates must be comfortable speaking on the telephone in both English and French, and have a professional telephone manner.  They should also be analytical and able to communicate well as the role involves dealing with both our customers and third party organisations.

Candidates should be flexible in terms of working hours due to the Amscreen Support Team working shift patterns.

Key Areas of Responsibility:

  • General Support for Remote Device Monitoring systems
  • General digital signage support phone calls (incoming & outgoing)
  • Investigating sign issues highlighted up by our monitoring systems
  • Requesting Maintenance visits from relevant maintenance contractors
  • Liaising with on-site maintenance engineers to resolve issues
  • Issuing RMA numbers and RMA paperwork for returned signs / parts
  • Producing Daily, Weekly and Monthly Reports of support activity

Skills Required:

  • French speaking
  • I.T literate
  • Patient
  • Punctual
  • Ability to work to deadlines
  • Adaptable to different tasks
  • Works well as part of a team
  • Excellent Phone Manner
  • Professional
  • Reliable
  • Flexible for shifts
  • Good attention to detail
  • Good communication skills

Mechanical Engineer

We have a need for a good mechanical engineer who will be working with Solidworks to design and maintain our complex products. Key is to be a good designer with a methodical approach and experience of sheet metal forming, structural design and fabrication (enclosures etc)

Field Engineer

The Role:

Working for a leading digital signage company you will work closely with the Field Quality Manager, Technical Director, other key stakeholders and customers to support a network of outdoor advertising screens primarily in the UK; with some European travel as our network grows in the future.

This is a partial office and field-based role requiring a person skilled in field diagnostics, fault finding and problem resolution of electronic assemblies; who has pragmatic and analytical approach with strong communication and customer service skills.

Reporting to the Field Quality Manager, you will have a flair for quickly understanding engineering problems, implementing corrective measures and have enthusiasm to grow and learn to help Amscreen continually improve product quality and maximise customer service.

Key Responsibilities

  • Provide field support to clients for maintenance, service, fault finding and repair of outdoor screens
  • Identify, investigate and understand the root cause of product issues
  • Product & system testing in company, customer and field environments
  • Work with all stakeholders to continually improve product quality
  • Where required, support and work with engineering and factory teams
  • Provide input to technical documentation
  • Aid the training and education of clients

Key Requirements

  • Field-based experience essential
  • Knowledge of PC architectures, IT and communication networking essential
  • A flair for fault finding and problem solving on electronic, electrical and mechanical equipment
  • Good experience in the manufacturing test of electronic, electrical and mechanical products
  • Ability to demonstrate a good awareness of H&S compliance and mitigating risks for the job at hand
  • Ability to work unsupervised and as part of a team
  • Strong customer service skills
  • Enthusiasm, drive and ability to schedule and manage own work load and plan tasks effectively
  • A flexible approach to work and willingness to travel in UK and abroad (full driving license required)

Desirable Requirements

  • Knowledge of large outdoor advertising screens are desirable but not essential
  • Experience with remote monitoring software and associated diagnostic tools are desirable.
  • Experience or an understanding of civil works is not essential but advantageous.
  • Ability to use documentation tools and software packages such as WORD, Excel
  • Good written and verbal communication skills