Technical Support Engineer

1 month 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 CompanyEducation/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 roleAdditional 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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