Product Support Engineer
This is an exciting opportunity for a talented professional, with a proven interest in new technology and a track record of supporting software and IP networked device-based solutions, to join SSG, a leading provider of advanced critical alarm and communication systems in the acute healthcare sector. We are looking for a person with
a passion for technology
and
excellent communication skills
to engage with our internal and external customers, in order to deliver and support the right solutions to meet their needs.
Our nurse call and critical alarm communication systems are used extensively in NHS Hospitals and in hospitals overseas. Our systems deliver critical events to the right person at the right time, whilst keeping patients safe, improving patient outcomes, and supporting staff.
Recognised as a trusted and reliable partner within our chosen markets for over 50 years, SSG manufactures and deploys IP-based systems that are fit-for-purpose, interoperable, fully compliant and consider the impact on the environment. All aspects of sales, marketing, design and manufacturing are undertaken at our headquarters in Wombourne in the West Midlands.
As part of Halma plc, a FTSE 100 company, you will be joining a group of companies whose mission is to make the world safer, cleaner and healthier for everyone, every day. W
ith around 45 businesses within the Halma group that operate globally, there are always plenty of options for enjoying
excellent career development, networking, and advancement opportunities worldwide.
Job Summary
* Work with all internal and external stakeholders to develop, introduce and improve SSG's range of products and solutions.
* Provide customer centric technical support and training for our range of products and solutions to both our customers and internal teams.
* Develop and improve both the direct support team and indirect support teams.
* Role reports to the Lead Solutions and Product Support Engineer.
Main Duties and Responsibilities
Product Support
* Answering email and telephone technical queries from customers and SSG personnel.
* Reviewing and updating with support & solutions tasks.
* Liaise with the necessary people within SSG or external organisations to resolve technical queries or problems.
* Where necessary provide remote or onsite technical support to resolve issues.
* Proactively manage support issues and escalate any potential problems as necessary.
* Identifying and preparing technical bulletins and support documentation.
* Review and apply relevant product standards to product queries.
* Work closely with our Product Compliance and Validation team to resolve site product issues and to aid product testing.
Competencies
* Proven experience supporting IP/IoT based systems comprising of both electronic devices, software and configuration tools e.g. Fire alarm, security, BMS, Access Control systems.
* Knowledge of Windows/Linux/Android/IOS operating systems and VM environments.
* Familiarity with networking protocols and devices (e.g. routers, switches).
* Ability to troubleshoot hardware components (e.g. IP Devices)
* Certification in Microsoft/CompTIA/Cisco or other relevant technologies is desirable.
* Knowledge of working in an ISO9001 company.
* A keen eye for detail and a results-driven approach.
* A strong problem solver.
* Excellent communication skills (verbal and written).
* Proficient in MS Office.
Benefits:
* You will enjoy a competitive salary and benefits package.
* SSG operate a flexible working policy.
* You will work with a friendly and diverse team of talented professionals who deliver quality products and services to meet our customers' needs and expectations.
* You will have opportunities for career growth and development through personal achievement, mentoring and training.
* Being part of a team that supports the NHS and makes a difference to nurses and patients.