Technical Support Apprentice

Summary

This role will support Technical Support Engineers within the Technical Support Group for Low Voltage Instruments (LVI), General Electrical Test (GET) equipment, and other products and applications. The role uniquely combines customer service expertise with technical knowledge, This includes hands-on training in Megger products.

Annual wage: £18,000 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Monday to Friday, 37 hours per week, early finish Friday 1pm. Exact times to be confirmed.
37 hours a week
Possible start date: Friday 28 February
Duration: 1 year 5 months
Positions available: 1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

Provide administrative support to the Technical Support team
Help replicate customer issues to identify technical problems or provide product knowledge.
Support customers and distributors via telephone and email (after training).
Maintain demonstration stock and assist with departmental operations, including Customer Relation Management (CRM) updates.
Organise internal and external training sessions for customers.

Where you’ll work

Avocet House

Archcliffe Road

Dover

Kent

CT17 9EN

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

HAWK MANAGEMENT (UK) LIMITED

Your training course

Customer service specialist (level 3)

Equal to A level

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

Training will be in house at Megger supported by Hawk Training remotely.

Monday - Friday, 37 hours per week.

Supported by regular workshops provided by Hawk Training.

Requirements

Essential qualifications

GCSE in:

English (grade 5)
maths (grade 5)

Other in:

Electrical (grade pass)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Analytical skills
Logical
Team working
Initiative
Patience

About this company

Megger design and manufacture safe, reliable, easy-to use portable electrical test equipment. A global company with headquarters based in Dover in Kent.

http://www.Megger.com (opens in new tab)

After this apprenticeship

To have an all rounded knowledge of customer services working in an unique manufacturing business with the potential of a permanent position for the right candidate at the end of the apprenticeship.

Ask a question

The contact for this apprenticeship is:

MEGGER INSTRUMENTS LIMITED

Lisa McGuinness

lisa.mcguinness@megger.com

01304502100

The reference code for this apprenticeship is VAC1000294962.

Apply now

Closes in 20 days (Tuesday 28 January)

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

After signing in, you’ll apply for this apprenticeship on the company's website.

Company’s application instructions

Apply online via Megger career website where you will be contacted and if successful invited for interview.

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