Technical Support Engineer

4 weeks ago

Thirsk, United Kingdom Reed Engineering Full time

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:

  • travel 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

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