Technical Support Level 3 (m/f/d) Customer Support at Faro Technologies in Nottingham, England, United Kingdom | Kablio

Role

Description

process improvement

escalation lead

technical support

incident management

troubleshooting

documentation

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

Requirements

english

engineering degree

aec experience

process mgmt

project mgmt

communication

Fluent in English
Technical background (apprenticeship and further education is a must; university degree in engineering is highly preferred)
Experience supporting the AEC (Architecture, Engineering, and Construction) sector or a background in surveying would be considered desirable.
Demonstrated work experience in a technical service-oriented organization
Process management (reengineering) and project management knowledge
Strong communications skills
Strong service-oriented mindset
Demonstrate strong organizational business process flow knowledge

Benefits

Flexible working 37,5 hours per week
Free drinks (Coffee/Tea)
Opportunities to work from home
25 days paid vacation leave + Public Holidays
Pension scheme with Employer contribution

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Founded in 1981

Year Established

Originated from the passion of two PhD students focused on precision and innovation in 3D measurement technology.

20,000+ Installations

Global Deployments

Installed systems across industries, showcasing widespread adoption of their hardware and software solutions.

Over $340M Revenue

Annual Revenue

Reflects the company's strong market position and success in delivering precision measurement solutions.

Pioneered portable 3D measurement technology.
Flagship FaroArm and laser tracker systems revolutionized inspection, reverse engineering, and quality control.
Expanded into construction documentation and public-safety scene reconstruction.
Headquartered in Lake Mary, FL, with global operations.
Serves automotive, aerospace, AEC, and law-enforcement clients.
Projects include factory floor inspections, documenting historic architecture, and crime-scene analysis.
Laser trackers offer superior accuracy over large volumes compared to traditional total-stations.
Portable arms provide flexible, on-site measurement with ease compared to fixed CMMs.
Continues bridging the digital and physical world for real-time measurement capabilities.

Culture + Values

Serving customers and co‑workers with ethical business practices and transparency.
Exceeding customer expectations with services and products informed by their feedback.
Partnering with customers and co‑workers with respect, operating effectively across boundaries.
Exploring new ways to connect with business opportunities for customers.
Focusing on actions and results linked to customer performance and accountability.

Environment + Sustainability

25% Reduction

Greenhouse Gas Emissions

Reduction target by 2025 compared to 2019 baseline.

40% by 2030

Emissions Commitment

Collaboration with outsourced manufacturer's targets.

Facility consolidation and energy management measures aid in reducing greenhouse gas emissions.
Environmental programs reduce facility energy use, commercial travel, transport routes, and commute distance, while also recycling materials like paper, e-waste, metals, plastics, rubber, and carbon fiber.
Shipping packaging has transitioned to recycled plastics, with smart product shipping and exploration of green travel options in place.
Research and development efforts focus on precision measurement tools and cloud platforms to help customers minimize rework, waste, and scrap.

Inclusion & Diversity

43% Women on Board

Women in Board Roles

Significant representation of women among non-employee Board members.

49% Workforce Diversity

Diverse Workforce Composition

A substantial portion of the U.S. workforce comes from under-represented or minority groups, including women.

48% Managers from UR Groups

Managerial Diversity

Nearly half of U.S. managers (manager or above) are from under-represented or minority groups, including women.

Zero Incidents Reported

Health & Safety Record

No health or safety incidents reported in 2023, demonstrating a commitment to employee well-being.

DEI champions team established to develop, implement and oversee the DEI action plan.
Semi‑annual workforce engagement surveys and ‘pulse’ executive‑employee virtual meetings to foster inclusion and feedback.

Articles

Careers

Support Center

News – Blink reality capture solution

Role

Description

process improvement

escalation lead

technical support

incident management

troubleshooting

documentation

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

Requirements

english

engineering degree

aec experience

process mgmt

project mgmt

communication

Fluent in English
Technical background (apprenticeship and further education is a must; university degree in engineering is highly preferred)
Experience supporting the AEC (Architecture, Engineering, and Construction) sector or a background in surveying would be considered desirable.
Demonstrated work experience in a technical service-oriented organization
Process management (reengineering) and project management knowledge
Strong communications skills
Strong service-oriented mindset
Demonstrate strong organizational business process flow knowledge

Benefits

Flexible working 37,5 hours per week
Free drinks (Coffee/Tea)
Opportunities to work from home
25 days paid vacation leave + Public Holidays
Pension scheme with Employer contribution

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Founded in 1981

Year Established

Originated from the passion of two PhD students focused on precision and innovation in 3D measurement technology.

20,000+ Installations

Global Deployments

Installed systems across industries, showcasing widespread adoption of their hardware and software solutions.

Over $340M Revenue

Annual Revenue

Reflects the company's strong market position and success in delivering precision measurement solutions.

Pioneered portable 3D measurement technology.
Flagship FaroArm and laser tracker systems revolutionized inspection, reverse engineering, and quality control.
Expanded into construction documentation and public-safety scene reconstruction.
Headquartered in Lake Mary, FL, with global operations.
Serves automotive, aerospace, AEC, and law-enforcement clients.
Projects include factory floor inspections, documenting historic architecture, and crime-scene analysis.
Laser trackers offer superior accuracy over large volumes compared to traditional total-stations.
Portable arms provide flexible, on-site measurement with ease compared to fixed CMMs.
Continues bridging the digital and physical world for real-time measurement capabilities.

Culture + Values

Serving customers and co‑workers with ethical business practices and transparency.
Exceeding customer expectations with services and products informed by their feedback.
Partnering with customers and co‑workers with respect, operating effectively across boundaries.
Exploring new ways to connect with business opportunities for customers.
Focusing on actions and results linked to customer performance and accountability.

Environment + Sustainability

25% Reduction

Greenhouse Gas Emissions

Reduction target by 2025 compared to 2019 baseline.

40% by 2030

Emissions Commitment

Collaboration with outsourced manufacturer's targets.

Facility consolidation and energy management measures aid in reducing greenhouse gas emissions.
Environmental programs reduce facility energy use, commercial travel, transport routes, and commute distance, while also recycling materials like paper, e-waste, metals, plastics, rubber, and carbon fiber.
Shipping packaging has transitioned to recycled plastics, with smart product shipping and exploration of green travel options in place.
Research and development efforts focus on precision measurement tools and cloud platforms to help customers minimize rework, waste, and scrap.

Inclusion & Diversity

43% Women on Board

Women in Board Roles

Significant representation of women among non-employee Board members.

49% Workforce Diversity

Diverse Workforce Composition

A substantial portion of the U.S. workforce comes from under-represented or minority groups, including women.

48% Managers from UR Groups

Managerial Diversity

Nearly half of U.S. managers (manager or above) are from under-represented or minority groups, including women.

Zero Incidents Reported

Health & Safety Record

No health or safety incidents reported in 2023, demonstrating a commitment to employee well-being.

DEI champions team established to develop, implement and oversee the DEI action plan.
Semi‑annual workforce engagement surveys and ‘pulse’ executive‑employee virtual meetings to foster inclusion and feedback.

Articles

Careers

Support Center

News – Blink reality capture solution