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Embedded Support Engineer

4 months ago

Tadworth, United Kingdom Undisclosed Company Full time

Role: Embedded Support Engineer

Location: Tadworth, Surrey

Salary: £30,000 - £40,000

This role specifically provides first and second line technical support to our customers (major water utilities) using our industry-leading edge remote telemetry sensors and loggers. These include battery and DC powered devices that are used across a wide range of applications and geographical regions.

This is a customer focused role requiring a strong technical background, to provide front line support to assist with resolving technical queries and issues they experience with our products and solutions.

Responding to a wide range of requests the role will involve providing product advice and information, system integration, and investigating and resolving technical issues as they arise requiring an ability to think on your feet and provide clear information to customers.

The role will work across Engineering, Operational and Product Management teams to provide world-class support to our customers that delivers right first time and delights our customers.

Principal Accountabilities

  • Technical customer support products
  • Deliver customer service for this solution to customers, driving customer satisfaction and delivering to SLAs (include the full definition for SLA?)
  • Investigate and resolve technical issues and provide clear reporting to engineering teams where necessary
  • Develop and maintain clear communication channels to customers and internal departments
  • Provide clear, easy-to-follow user documentation/instructions to customers

Education/Experience :

  • Degree in Engineering or equivalent
  • Customer-facing skillset managing internal & external stakeholders
  • Experience of working with industrial embedded devices and sensors
  • Electronics hardware knowledge is essential
  • Help desk ticketing systems i.e. Jira
  • Wireless cellular communications i.e. GPRS, 3G, NB-IoT, LTE-M
  • Experience of industrial protocols e.g. DNP3, Modbus, SDI-12
  • Desirable o Experience of using data analytics to understand and solve problems
  • Experience with firmware/software development
  • Technical background in telemetry or equivalent i.e. Teleco, IT Networks

Personal Qualities:

  • Ability to work on own initiative and as part of a team
  • Can-do approach, ability to see through complexity in an issue and provide a clear solution
  • Take responsibility to respond to customer requests and see through to completion
  • Ability to manage priorities and stakeholder management
  • Excellent communication skills, written and oral
  • Ability to deal with situations in a calm and efficient manner
  • Willingness to learn
  • Must be able to adopt a "hands-on" approach
  • Fluency in English is essential - oral and written

How to apply?

Send a CV to Danielle.chapman@experis.co.uk

People Source Consulting Ltd is acting as an Employment Agency in relation to this vacancy. People Source specialise in technology recruitment across niche markets including Information Technology, Digital TV, Digital Marketing, Project and Programme Management, SAP, Digital and Consumer Electronics, Air Traffic Management, Management Consultancy, Business Intelligence, Manufacturing, Telecoms, Public Sector, Healthcare, Finance and Oil & Gas.