Support Engineer

Support Engineer / Support Technician, ADAS, Wiltshire £25,000 - £32,000 + DOE Circa + Benefits

Unknown Resourcing are seeking Support Engineers and Support Technicians for our Automotive R&D client based in Wiltshire to work on exiting ADAS Systems. The Support Engineer / Support Technician positions offer an exciting opportunity to work with leading automotive clients worldwide, providing support, training, and demonstrations on a wide range of products to customers.

The role involves troubleshooting issues, resolving customer inquiries, and ensuring the smooth operation and optimal performance of our robotic and software solutions. The Support Engineer collaborates with cross-functional teams, including engineers, technicians, and sales personnel, to deliver exceptional customer support and contribute to customer satisfaction.

The successful Support Engineers, Support Technicians will be part of the Track Test Support team. This team is responsible for providing technical support and assistance to customers who utilise systems across our driving robot and Advanced Driver Assistance Systems (ADAS) target products. The products are used to test and validate the latest vehicle safety technologies, such as those designed to intervene automatically in the event of a pending collision. The drive to develop vehicle autonomy has led to a growing demand for these products and a subsequent increase in the team’s support and training activities.

Support Engineer / Support Technician Responsibilities:

Customer Support and issue resolution: Provide technical support to customers via various channels regarding our robotic systems, including installation, configuration, operation, sending software updates and troubleshooting. Maintain and resolve customer inquiries and issues in a timely and efficient manner, whilst ensuring business systems are kept up to date with the accurate information.

Troubleshooting and problem-solving: Analyse and diagnose technical problems reported by customers related to robotic systems. Utilise problem-solving methodologies and technical expertise to identify root causes and implement effective solutions.

Remote and on-site support: Support customers remotely by guiding them through troubleshooting procedures and providing step-by-step instructions. When necessary, visit customer sites to assess and resolve complex issues that cannot be resolved remotely.

Escalation management: Collaborate with internal teams, including engineering and development, to escalate and prioritise critical customer issues. Communicate progress, updates, and resolutions to customers in a clear and timely manner.

Documentation and knowledge base: Create and maintain documentation, including troubleshooting guides, FAQs, and knowledge base articles, to enhance the efficiency and effectiveness of customer support. Continuously update and expand the knowledge base to provide self-service options for customers.

Training and education: Conduct customer training sessions to enhance their understanding of robotic systems and maximise the utilisation of the products. Deliver technical workshops and presentations to address common customer questions and concerns.

Product feedback and improvement: Gather and relay customer feedback and insights to internal teams for product enhancement and improvement. Collaborate with the product development team to share customer pain points, suggestions, and feature requests.

Customer relationship management: Build and maintain strong relationships with customers, understanding their needs and expectations. Provide personalised support and serve as a trusted advisor, ensuring customer satisfaction and fostering long-term partnerships.

Continuous learning and industry knowledge: Stay updated on the latest advancements and trends in the testing industry.

Support Engineer / Support Technician Requirements:

Essential:

Strong technical aptitude and troubleshooting skills, with a solid understanding of robotic systems and their components.

Familiarity with sensors, actuators, control systems, and related technologies.

Excellent problem-solving and analytical abilities to diagnose and resolve technical issues.

Strong documentation and knowledge management skills to create and maintain support materials.

Willingness to travel to customer sites for on-site support, as required.

Desirable:

HNC or higher, in an engineering field, preferably mechanical, electrical, computer science or robotics. In lieu of an HNC, business and product experience will be taken into consideration.

Relevant experience and certifications can be advantageous.

Fluency in additional languages highly beneficial.

Knowledge in our internal systems IFS, Bravo, ISO and support systems; training will be provided

Confident and effective communication and interpersonal skills to interact with customers, understand their requirements, and provide clear instructions. Must also be confident providing technical presentations and theory classes to customers.

Customer- focused mindset with a passion for delivering exceptional support and ensuring customer satisfaction.

Able to manage and prioritise multiple demands.

Ability to work independently and collaboratively in a team environment and with customers at all levels.

Flexible approach.

Able to problem solve effectively.

Good personal presence.

Willingness to travel, with an openness to other cultures.