Purpose of Job:

The primary focus of this role is to provide the highest levels of engineering support to customers worldwide. This will include fault diagnosis, preventative maintenance, system repair, customer training, installation, and a variety of other technical support activities.

Principal Accountabilities:

• Provide customers with on-site repair and maintenance support
• Provide customers with telephone technical and fault finding support
• Deliver customer training as required.
• Carry out installations from planning through to customer acceptance
• Ensure that on-site and office based customer files are kept up to date, including service records and any other documentation
• Identify opportunities for improvement. This to include product design and business process improvements
• Work with the Sales Management Team to identify and develop sales opportunities
• Provide support to the Product Engineers and Engineering group. This can include support with build, test and validation as required.
• Act as a team player by willingly helping in any area of the business in support of customers, suppliers, or colleagues

Context of Job:
The job holder will report to the Product Support Group Manager who will schedule work load and customer visits. The job holder will however have full and direct responsibility when in customer facing situations, either at the customer’s site or via telephone trouble shooting, to understand and resolve technical problems with equipment. This will often require clear thinking and action while operating in pressurised situations.

Problems Faced:

• Maintaining a good understanding of relevant technologies used within company products, including mechanical, electrical, electronic, optical and laser technologies as well as software and control systems
• Maintaining a detailed and current working knowledge of all products that the
• employee is required to work on
• Working with colleagues from a variety of departments on complex situations, to establish and resolve problems that may not have a clear root cause

Planning and Organising:

• Customers are located throughout the world
• You will be required to plan and make your own travel arrangements
• Ensure all necessary paperwork is completed in a timely fashion
• Regular reporting of progress to the Services Team and the customer
• Direction Received:
• The job holder is expected to be self-motivated and technically self-sufficient, but will receive guidance and assistance as required from the Product Support Group Manager and his/her colleagues.
• The job holder will also refer to relevant internal procedures (in particular the Quality Manual)

Job Specific Skills / Personal Qualities:

• A technical; qualification in Electronic or Electrical engineering is a necessity along with a broad engineering knowledge consistent with the need to diagnose faults, repair, maintain, promote, operate, and train customers.
• Experience of mechanical systems, machine tools and optical or laser technologies would be an advantage.
• A clean driving licence and the willingness and ability to travel internationally extensively in response to customer needs is essential.
• Strong written and verbal communication skills to engage with internal and external contacts.
• Accuracy and a high level of attention to detail with proven ability to multi-task, organise and plan own time to prioritise activities in line with customer and business needs.
• Ability to analyse complex problems by breaking them down into components and identifying the key/underlying issues. A systematic approach resulting in timely and effective resolution of technical problems