Technical Support Level 3 (m/f/d) Customer Support

FARO is an imaging company - and an imagining company. We envision a better, more insightful, and more powerful world realized through digital 3D means and measurement technologies. Right from the start, we have helped our customers make better decisions - faster and more accurately than anyone else in the industry.    

We work with the largest companies on the planet to provide the solutions that enable them to overcome their most pressing industry challenges. In aerospace and automotive, we work with firms like SpaceX, NASA, Tesla and Volvo among others. In the construction industry, we work with the largest builders to scan and design astonishing projects. For public safety professionals, our forensics scanning tools solve crimes and document scenes with high tech gear you probably see on CSI and in the movies!   

We believe that if it can be dreamed it can also be measured. And if it can be measured, it can also be realized.  

We are seeking an Technical Support Level 3 (m/f/d) Customer Support, located in the United Kingdom, in Nottingham. This is considered a hybrid role, requiring 2 days in the office per week.

How you will make a difference @ FARO  

• Respond to both internal and external customer inquiries related to the organization’s hardware and software products
• Provide technical support, basic guidance, extended troubleshooting and solutions or answers as listed in the guidelines
• Manage incidents, product defects, software license and case escalations
• Maintain detailed notes and documentation for each support incident and customer related information in the ticketing system
• Research, diagnose, and troubleshoot solutions to resolve system issues
• Escalate internally, when necessary, to other departments (Level 4 Engineering, Product Management, Engineering or Account Management)
• Closely cooperate with the other support level teams to ensure an excellent Customer Experience along the Support Chain
• Take lead on escalated customer related issues or small projects derived from that cases
• Actively provide input to process improvements and support the development of new processes

This position requires  

• Technical background (apprenticeship and further education is a must; university degree in engineering is highly preferred)
• Demonstrated work experience in a technical service-oriented organization
• Process management (reengineering) and project management knowledge
• Demonstrate strong organizational business process flow knowledge

• Strong service-oriented mindset
• Strong communications skills
• Fluent in English
• Experience supporting the AEC (Architecture, Engineering, and Construction) sector or a background in surveying would be considered desirable.

FARO offers  

• Pension scheme with Employer contribution 

• Flexible working  37,5 hours per week

• Opportunities to work from home  

• 25 days paid vacation leave + Public Holidays 

• Fruit at office 

• Free drinks (Coffee/Tea)  

Inclusive  

At FARO, we are committed to encouraging different perspectives and ideas that foster innovation.  We believe that we are strongest with a diverse team of employees.  We want every FARO employee to feel our commitment to showing respect for all and encouraging open collaboration and communication.  

Join us. Become part of a dynamic organization that values quality, leadership, teamwork, honesty and openness as a way of life in conducting our business.