Graduate Product Support Engineer

Title:
Graduate Product Support Engineer

Location:
Bristol-based with regular travel across UK & Europe

Reports to:
Head Of Operations

Contract:
Full-time Permanent

About Pure

At Pure, we're driven by a vision of a cleaner, healthier future. Imagine a world less reliant on cars, with cleaner air and less congestion - we're working to make that a reality. Our mission is to reduce society's dependence on cars, cut air pollution, and ease urban congestion through our range of electric scooters.

Role Summary

We're looking for a commercially minded and technically capable governance lead to own the end-to-end warranty process and criteria. You'll define standards, enforce compliance, validate claims, audit distributors and repair partners, and proactively reduce avoidable costs through data, discipline, and continuous improvement.

This role safeguards our brand equity, product reliability, and profit margin by setting clear rules—and ensuring they're followed.

You'll be confident engaging with partners face-to-face, commercially assertive, exceptionally organised, and hands-on enough to deep dive into returned parts and performance data.

Key Responsibilities

Warranty Governance, Criteria & Ownership

• Own, define and maintain the warranty policy, standards and criteria — including localisation by market where required.
• Ensure criteria are clearly articulated, enforced and understood by all partners, repair centres and internal teams.
• Validate incoming claims and approve/reject based on evidence and defined criteria.
• Sign-off / approve disputed claims and act as final internal authority when escalations occur.

Process Ownership & Continuous Improvement

• Own the end-to-end warranty processes — from claim initiation, data capture, evidence requirements, through to approval and invoicing.
• Continually refine the workflow to reduce ambiguity, rework, cost and time.
• Proactively identify systemic issues in failure data and drive elimination / improvement.

Technical Investigation & Escalation

• Investigate high cost / high frequency failure modes.
• Lead root cause analysis with Engineering and Quality to determine whether failure is misuse, wear, design weakness or supplier issue.
• Escalate legitimate design/manufacturing concerns back upstream and chase formal corrective actions.

Commercial Impact & Reporting

• Translate failure modes into commercial impact (cost per category, per SKU, per distributor).
• Track and present warranty cost performance vs target at SKU/platform level.
• Identify cost leaks and drive measurable cost reduction outcomes.

Relationship Management & Field Influence

• Build strong relationships in UK/EU service networks.
• Challenge and negotiate — holding partners to account for evidence and compliance.
• Train/enable distributors on policy changes, criteria and evidencing.

Documentation & Service Improvement

• Feed back learnings into service bulletins, repair documentation and part compatibility updates.
• Ensure that repeat questions do not become repeat cost — documentation evolves to prevent questions.

You'll bring:

• A degree in Mechanical, Electrical, or Product Engineering (or similar technical discipline).
• A keen interest in product reliability, process improvement, and operational excellence.
• Strong analytical skills and attention to detail, with the ability to interpret data and spot trends.
• Excellent communication and relationship-building skills — able to influence partners and internal teams alike.
• Confidence to take ownership, challenge assumptions, and make evidence-based decisions.
• A proactive, hands-on approach, with a bias for learning, improvement, and accountability.

What We Offer:

• Competitive salary
• Bonus scheme and performance incentives
• 25 days annual leave + bank holidays
• Pension scheme
• Employee discounts on Pure products
• Health and wellbeing support
• Career development and progression opportunities
• Flexible working arrangements