Technical Support Engineer - Customer support
Basic working hours are 38 hours per week. Hours of work will be from 8.00 am to 4.45 p.m., Monday to Thursday, with a half-hour break for lunch between 12.30 & 13.00, and from 8.00am to 1 pm on Friday without a lunch break.
Salary is £47,000 per annum.
25 days holiday plus stats….
Pension 4% contributory
Group Profit share (Depends on Profits – has been £1800 in past couple of years) and Group pension payment (£1500) after 2 years service
Health care after 2 years service.
Job Objectives:
Primary:
To provide timely, professional, and effective pre-sales and post-sales technical support to external customers, primarily in writing but also by phone and in person in full compliance with The company quality management systems.
Secondary:
Supporting the production test area to resolve technical issues as they arise. (Fault Finding)
Special testing of chambers.
Fault Finding and resolution in Production
Required Skills/Qualifications:
A good understanding of PLC and HMI control systems (Schneider, Ladder logic / ST)
Very good all round electro-mechanical engineering background
Good understanding of customer expectations and how customers use The company products (in time)
Ability to communicate with customers effectively and professionally where English might not be their first language. The company exports 97% of products globally.
A disciplined and methodical approach to problem solving.
Good understanding of assembly and fitting techniques.
Ability to keep quality control systems up to date.
Ability to prioritize work & remain calm under pressure
Key Areas of Responsibility:
To deal promptly with all post-sales technical support queries arising from internal or external customers, distributors and agents who need assistance in solving technical problems with The company products, liaising with other internal technical resources as required.
Deal with all warranty issues, including customer returned items, liaising with suppliers and ensuring customer accounts properly reflect chargeable/non-chargeable warranty work.
Assist marketing team in keeping customers, distributors and agents informed of technical issues/changes to the company product range by way of regular bulletins.
Supporting the production line to resolve issues including, but not limited to wiring, programming of PLC & HMI, testing, mechanical fitting/assembly non-conformities and general quality.
Ability to follow PLC Ladder logic and understand wiring diagrams and our wiring bible.
Non-standard Testing of chambers where extra technical knowhow is needed which may include running Research and development Profiles.
Cover for Quality inspector when he is on vacation which is performing quality audits of The company products prior to despatch as well as end of line Production Audit