Help Desk Engineer (Office Based)

Job Title: Helpdesk Engineer
Location: Luton
Salary: £38-42,000
Contract: Full-Time / Permanent

About the Company:
Our client is a market-leading provider of CNC laser cutting systems, serving industries that demand precision, speed, and reliability. With a strong reputation for technical excellence and customer care, they are now looking for a CNC Laser Service Support Coordinator to support their growing service and engineering operations.

Role Overview:
This is a key role within the service team, responsible for coordinating support for CNC laser machinery, providing technical assistance, managing spare parts logistics, and ensuring engineers are deployed effectively. You'll be central to maintaining high customer satisfaction and operational efficiency.

Key Responsibilities:

Conduct full diagnostics of all incoming helpdesk calls, identifying issues with CNC laser equipment.

Respond to and manage spare parts enquiries, including part identification and sourcing.

Locate and confirm correct part numbers to support accurate customer orders.

Provide first-line technical support to field engineers working on high-power CNC laser systems.

Schedule engineer visits efficiently, considering technical skills and equipment requirements.

Communicate clearly and professionally with customers to arrange site visits and follow-ups.

Prepare and maintain RAMS (Risk Assessment Method Statements) for all service visits.

Assign the right engineer to each job, based on qualifications, experience, and tools.

Monitor and close support cases once resolved, ensuring quality service completion.

Escalate complaints or complex issues to senior technical staff or service management.

Assist with diagnosing and fixing CNC laser machines on the showroom/demo floor.

Maintain ongoing communication with engineers to support timely and accurate fieldwork.

Candidate Requirements:

Experience in a technical support or service coordination role within the CNC laser or industrial automation sector.

Knowledge of CNC laser machinery, fiber or CO₂ systems, and related components.

Strong problem-solving skills and a proactive, solution-oriented mindset.

Excellent communication and organizational skills.

Comfortable using service management systems, CRM software, and MS Office tools.

Ability to multitask and remain calm under pressure in a fast-paced environment.

Why Join?

Work with an industry leader at the forefront of CNC laser technology.

Be part of a knowledgeable, collaborative, and supportive service team.

Engage with cutting-edge machinery and gain exposure to a wide range of technical challenges.

Opportunities for personal development and career progression