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Senior In-Service Support Specialist
2 months ago
Role Overview
The In-Service Support team at Defence is responsible for providing critical back-office engineering support to our field service teams and end-users. As a Senior In-Service Support Specialist, you will be part of a highly trained team of engineers who provide 24/7/365 support to our customers worldwide.
Key Responsibilities
- Support the delivery of In-Service support obligations, working closely with the Project Manager, Project Engineering Lead, System Design Authority, and customers/users.
- Ensure support project approaches remain relevant and in line with Defence Standards and other policies as identified in customer contracts.
- Provide a proactive response to emerging technical issues, including customer fault reports and technical queries.
- Work closely with the engineering team to develop solutions that are technically and commercially acceptable.
- Manage and monitor system performance, conducting root cause analysis of faults and seeking opportunities to improve In-Service delivery performance of our products.
- Define and lead the implementation of programmes of inspection and preventative maintenance.
- Ensure customer equipment remains safe and suitable for continued service.
- Coordinate and cooperate with the field support team to conduct equipment defect investigations, surveys, integration, and acceptance testing.
- Manage Integrated Logistics Support documentation and implement change requests as required.
- Highlight resource conflicts or constraints to engineering management.
- Produce estimates for new engineering work (e.g., redesign, obsolescence) and plan the work.
- Instil Engineering best practices and processes to enhance engineering excellence and promote continuous improvement.
- Implement obsolescence strategies for a product line.
Requirements
- A dynamic, professional or engineer with experience within a high technology or regulated industry.
- A Bachelor's degree or higher diploma in a Management, Asset Management, Logistics, Science, Technology, Engineering, or related disciplines.
- Significant experience in Defence engineering and/or Logistics and/or as a senior engineer throughout the Integration, Test, and In-Service phase of the lifecycle.
- Provided leadership and worked in the management of the latter aspects of the CADMID/T cycle.
- Demonstrated the ability to plan and execute support tasks on engineering projects.
- Shown an awareness of engineering project management principles (e.g., work package, dependency, and risk management).
- Multiple examples of times when you have worked under tight time constraints, in challenging contexts.
- A background working with maritime equipment would be a bonus.
Personal Attributes
- A detail-oriented problem solver, with a passion for supporting the customer.
- Display excellent interpersonal skills with a talent for rapidly building rapport with a broad range of internal and external customers from diverse backgrounds.
- Possess excellent organisational and management skills.
- Take personal responsibility for the quality and timeliness of your work, management, and technical decisions, as well as that of other staff working for you on a project/work package.
- Have the willingness to mentor, motivate and encourage junior members of the team, to allow their own competency level to improve.
- Demonstrate excellent people and stakeholder management skills, report writing and attention to detail.
- Cooperate well with others to achieve outstanding outcomes.
- Possess a full driving license.
