Product Support Engineer

Job Title: Product Support Engineer

Salary: £32,500 + £4,000 Performance Bonus

Location: Redhill

Job Reference: 3010MC

Our hugely successful Redhill based client are recruiting for a Product Support Engineer to meet continued growing demand. The job role requires an individual to help deliver an unrivalled, flexible approach to new, and improved, products to market.

This is an engineering-based role – it’s NOT an IT Product Support role. Salary £32500 + £4000 Performance related bonus.

Job Overview:

Responsible for owning the technical aspects of Service and after sales support to both service engineers and customers. The key focus is to provide excellent technical support to customers and partners, maintaining an unrivalled reputation. 

Acting as the conduit between the company and their technical aftersales network, gaining experience and in depth understanding of the products, regulations, engineer network and applications in general.

Responsibilities and Duties

• Use various strategies and tools to provide effective solutions to customers’ concerns.
• Communicate with clients, engineers, and other technicians to ensure that services are delivered effectively.
• Actively drive continuous improvement within service and the broader engineering teams.
• Review of service reports and documentation received from our extensive service engineer network, promptly following up on outstanding technical matters or points of concern with the attending engineer and service coordination team where necessary. 
• Strong fault-finding ability in electromechanical equipment. (Motors, pumps, current loops, relays, wiring, switches, Logic, LANs, RS232 / RS485).
• Highlight areas of weak technical documentation and bolster these areas.
• Hold training sessions for new and old customers on products; Demonstrate and train customers on company products.
• Ensure that the SLA for Remote Support is upheld: 4hrs in work time (08:00 to 16:30), 24 hours outside of those hours.
• Contribute to change in the company’s product range alongside the development and project engineering teams, based on real word findings, in the field.
• Update, maintain, grow, and promote the company’s Knowledge Base. 
• Perform hands on testing of company’s equipment to strengthen understanding of the equipment and bolster documentation.
• Create clear and precise “How to” guides and procedures for the operation, maintenance, and repair of the company’s product range, prioritised by evaluation of real life enquires.
• Generate diagrams, images, annotated photos, and videos to bolster written documentation.
• Assist in testing of new product developments, providing test data, reports and supporting information.
• Self-starter with a keen and enthusiastic approach to delivering complete, documented, and polished solutions.

Mandatory Requirements

• Ability to communicate within the team clearly and professionally, adjacent departments, customers, service partners and senior management.
• Strong fault-finding ability in electromechanical equipment. (Motors, pumps, current loops, relays, wiring, switches, Logic, LANs, RS232 / RS485).
• To keep abreast of technological advancement through published literature and study.