Service and Support Engineer

Service and Support Engineer

Our high-value instrumentation (electro-mechanical) industry client is seeking a service and support engineer.

The prime function of the role is to provide technical support to our client’s customers.

The Opportunity:

The customer support engineer manages the technical relationship between the company and its customers.  Following training, the post-holder will be able to provide remote and on-site support to resolve customers' technical problems.  

Undertaking overseas secondments to install new products, the customer support engineer will build and maintain relationships with customers and local partners whilst ensuring that our products perform at the highest levels of performance and reliability.

The role would suit an energetic problem solver ready for a challenging international future.

Key Responsibilities:

Key duties include:

• Installation and support of products at customer sites across the world.
• Provide support, remotely and at customers facilities, including fault finding, repair and installation of product upgrades.
• Managing the product acceptance process from installation through to customer sign-off; spending up to 6 months living and working in USA, Japan, Taiwan, Korea etc.
• Building and maintaining strong relationships with customers and distributors; provide insight on customer opinions and priorities. 
• Training, mentoring, and coaching of distributor service teams.
• Monitor the performance and up-time of all company products, both in-house and at customer sites.
• Write and maintain technical documents to improve fault finding and installation.
• Work with Engineering and Production to implement and improve the reliability and ease of service of new and existing products.

Able to travel to customer sites across Europe, USA and Asia, travel may reach 60% and be at short as well as planned notice. 

Education / Qualifications:  

Bachelor’s degree or higher in a related engineering/ physics discipline 

Professional Skills/ Abilities:

Essential:

• Experience in an electronic based, high value capital equipment sector, such as scientific instrument, semiconductor, medical device, or other high value instrumentation environments
• At least 2+ years’ experience working in a Product Support team or Service & Repair role. 
• Experience in a customer-interfacing role.