Description
Summary
Purpose:
As a key member of the Product Assembly and Support team, the Customer Support Engineer is involved in a range of tasks in connection with sub assembly build and supporting of AQA scanners with the focus on providing high quality products and excellent support to internal and external customers who are using AQA hardware and software products.
During each Examination Series the PAS Customer Support Engineer is responsible for ensuring the AQA scanners are performing as expected through routine servicing and repairing of any faults that occur.
This position requires strong communication and customer service skills, as well as good technical and diagnostic skill set. Support is provided globally to customers, partners and distributors so attention to detail and accuracy are essential.
The role may require occasional travel in line with assigned projects as necessary. There is a requirement during the examination series, for working out of hours, this may include nights shifts and weekends.Landscape:
AQA (Assessment and Qualifications Alliance) is the largest independent education charity and exam board in England, Wales, and Northern Ireland.
The PAS team are the engineers responsible for the scanning technologies within AQA and play a crucial role in getting the results out to the students on time.
AQA have already invested 1.8m pounds in to scanning technology recently and are looking for future investments in this area.
Activities:
KEY RESPONSIBILITIES OF THE ROLE
Assembly and testing of small precision electro-mechanical assemblies.
Testing of high-quality production scanners
Creating processes and implementing documentation to aid the team.
Prepare and test new image scanning equipment.
Programming and testing of PCBs.
Provide inhouse maintenance and repair of AQA products.
Carryout inhouse installations and conduct user training on AQA products.
Support customers using AQA scanners and software via the helpdesk.
Support and maintain internal customer scanners during the peak scanning series – May to July, working shifts and weekends.
Workshop maintenance and repair of AQA products.
(Travel overseas if required, for training on products, conduct set up and maintenance of AQA products).
To be successful in this role, you will need to demonstrate:
Essential Criteria
Knowledge
Essential:
PC literate with good experience of Windows 10/11 MS Word and MS Excel.
Experience
Essential:
Previous experience of working in a team of engineers providing support to Internal and external customers.
Conduct repetitive work to a high level of quality.
Skills/abilities
Essential:
Able to deliver to time and quality.
Ability to accurately follow instructions.
Good mechanical aptitude.
Strong effective communication skills (both written and verbal).
Customer care attitude.
Able to understand and follow detailed work instructions/technical drawings. Intermediate Computer Skills.
Personal attributes
Essential:
Work well under pressure.
Adaptable and positive to change.
Ability to work as part of a team and as an individual.
Other
Essential:
Available for working shifts and extended hours in peak periods.
Hold a full, valid UK driving licence.
Available for travel in the UK and Overseas, occasionally.
This job description should not be regarded as exclusive or exhaustive. There may be other duties and requirements associated with the post which the company may reasonably require you to perform from time to time.
Desirable Criteria
Qualifications
Desirable: Qualified to at least ONC standard or equivalent NVQ or EAL