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Technical Support Engineer
4 months ago
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
