Technical Support Engineer

Job purpose:  Provide technical support solutions to our end users, engineering, part-sales team, production, and other internal departments/functions as required.

Key Responsibilities: (Key Tasks)

• Provide technical support for in-service systems, collating customer-ready engineering responses to technical support enquiries in a timely manner.
• Where beneficial, recreate customer reported issues in-house to assist problem resolution.
• Be an active member of the “on call” out of hours rota system.
• Generate internal NCRs and champion the progress of remedial actions as required to address issues arising from customer reported issues.
• Provide technical input during the quoting and tendering phase to understand customer requirements.
• Be commercially aware when dealing with customer issues.
• Log and review all customer and technical support enquiries using FAST database.
• Take lead and clearly document corrective action activities and exercises.
• Provide technical insight into future product development.
• Carry out system audits and follow-up visits to vessels and systems to obtain customer feedback.
• To assist with system integration/FAT as required
• To act as customer proxy for FAT as required (and where there is no conflict of interest).
• Job role may require work offsite.
• Any other duties, as required by the Company.
• Resolution of technical queries or oversee output of others who are working to resolve them
• Contribute to the robust 24-hour technical support function
• Monitor the FAST-ticketing system ensuring support enquiries are resolved in a timely fashion
• Assist R&D department as required
• Any other duties, as required by the Company

Education/Qualifications (desirable):

• ONC/OND preferably in an Electrical/Electronic Engineering discipline (or equivalent)
• HNC/HND preferably in an Electrical/Electronic Engineering discipline (or equivalent)
• Able to read and understand electrical and hydraulic schematic diagrams
• Ability to write and present short technical reports and emails
• Ability to consider and involve all engineering disciplines during decision making process
• Ability to always consider the safety aspects of written instructions
• Ability to consider and involve all engineering disciplines during decision making process
• Working knowledge of hydraulic and electrical control systems
• Working knowledge of AC/DC High Voltage Systems
• Advanced tool skills
• Excellent literacy and phone skills
• Logical approach to fault finding when under pressure
• Willingness to get things done on time using own initiative
• Ability to be a team member and think of others
• Friendly and approachable with a willingness to listen
• Prepared to take lead on technical corrective actions and clearly document the results
• Attentive to QHS&E Policies and Regulations
• Effective organisational skills – role will have a high degree of autonomy
• Be an effective communicator understand the business needs whilst considering customer demands
• Attentive to ISO 9001 QA systems
• Previous experience in a hands-on tools-based role
• Customer facing role

Additional Details:

• £4,000 mobility allowance
• Overtime – time and a half after 37 hours worked Mon-Sat and double time Sunday
• 37 hours per week (Mon-Thurs 8.30am to 4.30pm and Friday 8.30am to 4pm with a 30 minute unpaid lunch break)
• 25 days holidays and 8 bank holidays
• 5% pension
• Private healthcare
• 2 x base salary life insurance