Coming up to a year at ITL, Dan Humble, Customer Support Engineer, gives us an insight into working life at ITL.
The day to day role of a technical support engineer can vary drastically and you can be required to travel to the far corners of the earth at the drop of a hat, all to ensure our customers receive the best service possible.
The month started off with me preparing for a week in Barcelona, the aim of the visit was to train two new repair technicians at our Spanish office. It is always good to spend time with our overseas colleagues who we do not get to see every day. This was my second trip to the Spanish office in as many months and it went very much like the first; long working hours during the day, followed by relaxing alongside my Spanish colleague with a few beers in the evening!
After a successful week of training and siestas I returned to the UK for no longer than a couple of days, before a trip to Colombia was on the cards. A few days and a 17 hour flight later, I landed in Bogota for the very first time. Again, the main focal point of the week was product training and definitely not the local export! The customer really appreciated the effort in travelling over to visit them which is always great to hear – they even took me to the Museum of Gold!
Another 17 hour flight and I was finally home – ready to spend a few nights in my own bed before rounding the month off with a day in exotic…..Wales – this time for a catch up meeting with a customer. Visiting our customers gives us a great opportunity to discuss outstanding issues whilst also building relationships with them face to face.
As an international company, we have customers all over the world and being part of the support team, you have to be ready to travel to any one of these locations… even if that means Stamford Bridge (I’m an Arsenal fan) – the location for the London Autumn CoinOp show. I travelled down to London with the UK Sales team a day before the show, to help set up the stand and the products we were exhibiting.
This just details a few examples of a wide range of duties that support engineers at ITL fill on a day to day basis. With Innovative Technology growing at the current rate, it is only going to get busier! Who knows where support will be in the near future; seeing as we have just recruited an Australian Sales director, I know where I have my eye on.