IT Hardware Technician | Foresight Sports Europe

Careers @ Foresight Sports Europe

IT Hardware Technician

Guildford, Surrey, UK

Summary.

Optimum Golf Technologies is the exclusive manufacturer, distributor, and support centre for a number of golf technologies across the UK, Europe, Middle East, and Africa. Our products range from the industry leading GCHawk & GCQuad Launch Monitors through to full immersion indoor golf simulators.

Based in Guildford, Optimum Golf Technologies is one of the fastest expanding technology companies in the golf industry today, with a customer base covering indoor golf centres, hotels, golf clubs, cruise liners, resorts, and private homes.

Thanks to the continued growth of the company, we now have an exciting opportunity for a committed IT Hardware Technician to join the team in the Tech Support Department. The role will encompass aspects of first- and second-line customer support with a primary focus on micro-electronic servicing and repair.

Responsibilities & Duties.

Diagnose and repair faulty or damaged hardware and launch monitors
Perform Quality Control checks on units post servicing & repair
Stock & inventory management and allocation of consumables to jobs
Preparation of certified pre-owned units for resale
Liaising with manufacturers in the USA for all manufacturer RMA queries
Administration of the fleet of loan units
Provide high-level customer service and product support via Zoho One, telephone or email
Investigate and resolve customer queries in a professional and empathetic manner
Maintain our ticket management system to a high level of accuracy, ensuring all hardware queries are recorded, solved or escalated, as required
Effectively track & communicate status and progress of tickets in a timely manner
Accurately assess support contracts to determine appropriate level of priority and response for escalated issues
Ensure the Service and Repair Schedule is maintained and achieved on a daily basis
QC all hardware & components prior to dispatch
Inward & outward processing of returns and loan units with customers and relevant internal departments
Discuss complex hardware repairs/situations with customers of varying technical ability & understanding
Work cross-functionally with other departments to find the best solution for our customers
Ensure all departmental KPIs & metrics are achieved

Experience and Skills.

Ideally 3-5 years’ experience in a mid to high level technical support role with a specific focus on microelectronics and hardware repairs

Soldering experience and work within a sterile environment would be highly desirable

Any PAT testing experience or skill playing golf would be advantageous

Fluent in English (written and oral) – additional languages would be beneficial

Passion for micro-electronics and customer service
Analytical with excellent attention to detail
Methodical & process driven
Ability to self-motivate, prioritise, and manage own workload
Flexible and pragmatic – an ability to self-plan and respond to shifting priorities
The ability to grasp technical concepts and new product functionality quickly

Salary & Benefits.

From £24,000 to £28,000 per annum depending on experience.

20 days holiday (increasing by 1 day per year of employment up to a maximum of 25 days) plus bank holidays.

Pension contribution

Annual performance related bonus scheme.

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