Electrical Systems Support Specialist

3 weeks ago

Thirsk, United Kingdom Reed Engineering Full time

Job Objective:
Deliver comprehensive technical assistance to our clientele, engineering teams, parts sales division, manufacturing, and various internal departments/functions as necessary.

Primary Responsibilities:
(Key Duties)

Provide expert technical assistance for operational systems, compiling customer-ready engineering responses to technical inquiries promptly.
When advantageous, replicate customer-reported issues internally to facilitate problem-solving.
Actively participate in the 'on-call' out-of-hours rotation.

Generate internal Non-Conformance Reports (NCRs) and advocate for the progression of corrective actions as needed to resolve issues stemming from customer feedback.

Offer technical insights during the quoting and bidding process to grasp customer needs.
Maintain commercial awareness when addressing customer concerns.
Document and analyze all customer and technical support inquiries utilizing the FAST database.
Lead and meticulously document corrective action initiatives and exercises.
Provide technical perspectives on future product innovations.
Conduct system audits and follow-up visits to gather customer feedback on vessels and systems.
Assist with system integration and Factory Acceptance Testing (FAT) as required.
Serve as a customer representative for FAT when necessary (and where there is no conflict of interest).
This role may necessitate offsite work.
Perform any additional duties as assigned by the Company.
Resolve technical inquiries or oversee the output of others addressing them.
Contribute to the robust 24-hour technical support service.
Monitor the FAST ticketing system to ensure timely resolution of support inquiries.
Assist the Research and Development department as needed.
Perform any other duties as required by the Company.

Qualifications/Skills (preferred):

ONC/OND in Electrical/Electronic Engineering or equivalent
HNC/HND in Electrical/Electronic Engineering or equivalent
Ability to interpret electrical and hydraulic schematic diagrams
Proficient in writing and presenting concise technical reports and communications
Capable of involving all engineering disciplines in the decision-making process
Prioritize safety in all written instructions
Possess a working knowledge of hydraulic and electrical control systems
Familiarity with AC/DC High Voltage Systems
Advanced tool proficiency
Exceptional communication and phone skills
Logical problem-solving approach under pressure
Demonstrate initiative to complete tasks on time
Ability to collaborate effectively as a team member
Friendly and approachable demeanor with a willingness to listen
Prepared to lead technical corrective actions and document outcomes clearly
Adhere to QHS&E Policies and Regulations
Strong organizational skills - this role will have a high degree of autonomy
Effective communicator who understands business needs while considering customer demands
Familiarity with ISO 9001 Quality Assurance systems
Previous experience in a hands-on, tools-based role.

Customer-Facing Role Additional Information:
£4,000 mobility allowance
Overtime - time and a half after 37 hours worked Mon-Sat and double time on Sundays
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 of annual leave and 8 public holidays
5% pension contribution
Private healthcare coverage
2 x base salary life insurance

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