Product Support Engineer

5 months ago

Hatfield, United Kingdom Ocado Group Full time

**
**About Us**:
Ocado Group is leading the global robotics and software business, providing a unique end-to-end solution for online grocery around the world. It's a fascinating and innovative place to work, and our engineering teams contribute to some of the most challenging and rewarding engineering solutions in the industry.

This particular role sits within the International Product Support Team within Central Engineering, who look after our hardware technology product support and 1st line investigation on-site across Ocado Smart Platform (OSP) sites around the globe.

***About the Role**:
The Support Engineer works closely with Engineering Specialists in the wider team, on all in-field activities during the manufacturing, install and commissioning phases of new client Customer Fulfilment Centres - maintaining in-depth, practical product knowledge across all technology products (both developed by Ocado in-house and externally sourced).

You would be the Engineer accountable for resolving any hardware engineering issues on-site, providing valuable feedback to the centralised Head Office based team - making it an integral role in ensuring our CFCs are delivered smoothly. A good general experience of mechanical, electrical and controls engineering would be highly advantageous in this role.

Day to day, you will:

- Provide direct, on-site hardware engineering product support as required, at 1st or 2nd line, ensuring any issues or challenges are appropriately resolved both in the immediate and at root cause.
- Work closely with our Product Development colleagues to receive new products and developments, being actively engaged with early field deliveries of new products to ensure successful handover of product to the Central Engineering team.
- Support Engineering Implementation teams with installation & commissioning expertise and advice, ensuring best practice is followed and understood.
- Ensure that field mark-ups of product documentation (drawings, manuals, guides, checklists, etc.) are sent in a timely and clear manner to technical support colleagues & Product Engineers.
- Contribute towards technical decisions in your team, setting of standards and ways of working, and driving continuous improvement activities.
- Work to and follow all CDM (or local equivalent) regulatory guidance.

Please note that as part of this role, international travel to client sites will be required, often at short notice. You may also have to work an out-of-hours rota.

***About you**:
You will have:

- Demonstrable experience & success in Field Engineering.
- Experience with the installation & commissioning of complex products and / or systems.
- Experience with acceptance testing.
- Strong analytical and problem-solving skills, as well as communication and collaboration skills when debating detail (both technical and commercial) with both internal and external parties.
- Experience of projects and products in manufacturing, automotive, airports, FMCG distribution or similar field.
- A Technical / Engineering qualification, to HND level in a relevant field.
- Comfortable using field test & measurement equipment e.g. DMM.
- The ability to work in a safe manner at all times and appreciate the implications and requirements of relevant product safety and compliance.
- Experience providing remote Product Support.
- An appreciation of applicable directives, codes standards etc. (e.g. machinery directive).

***This would make you stand out from the crowd...**
- Knowledge of Siemens TIA portal (V14/V15/V16).
- Experience in PLC programming and automation, including strong knowledge of automation control, sensors, and actuators, and experience in commissioning, troubleshooting, and maintaining PLC-based control systems.
- Knowledge of industrial communication protocols (Modbus, Profinet, Ethernet/IP, etc.).
- Experience in commissioning, troubleshooting, and maintaining PLC-based control systems.
- Knowledge of Siemens safety PLC and experience with functional safety systems.
- Experience using Beckhoff control systems.

***What we offer you**:
Our employee benefits are designed for you, we care about people and we've ensured we have a wealth of benefits that focus on your well-being. We regularly review our benefits to ensure we are supporting our employees appropriately. Currently, we offer technically stretching work, a competitive salary and;
- Hybrid working patterns meaning part of the working week can be spent working remotely (typically 3 days per week).
- 30 days 'working from anywhere' policy
- Wellbeing support through Apps such as Unmind and an Employee Assistance Programme
- 25 days annual leave, rising to 27 days after 5 years service (plus optional holiday purchase)
- Pension scheme (various options available including employer contribution matching up to 7%)
- Private Medical Insurance
- 22 weeks paid maternity leave and 6 weeks paid paternity leave (once relevant service requirements complete)
- Train Ticket loan (interest-free)
- Cycle to Work Scheme
- Free shuttle bus to and from Welwyn Garden City Train Station to the Welwyn Garden City offices
- Opportunity to participate in Sharesave and Buy as You Earn share schemes
- Income Protection (can be up to 50% of salary for 3 years) and Life Assurance (3 x annual salary).

Join our talent community

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We are thrilled to welcome applicants from across the world. Whilst we are able to offer visa sponsorship, please note that we are only able to cover costs relating to the Certificate of Sponsorship and the Immigration Skills Charge only. For all employment offers made for UK roles, it is expected that you will be based in the UK in commutable distance, ready for your first day of work, so please keep this in mind. If you have any questions, please don't hesitate to ask.

LI-JH4

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