Senior Technical Support Engineer

30000.00 - 40000.00 GBP Annual
06 Jul 2021
03 Aug 2021
Contract Type
Full Time
Here at TPA we are very excited to be able offer the position of Senior Technical Support Engineer

Department: Technical Support

Reporting to: Technical Support Manager

Overall purpose: An experienced, adaptable & qualified Electro-Mechanical Engineer to provide technical support for the company's existing and new ranges of Products.

Main duties & responsibilities:

1. Provide technical expertise and assistance to support the Technical Support Manager, Regional Commercial Managers, UK & Export service engineers, internal & external customers to facilitate the effective resolution of technical issues.

2. Assist in the generation of monthly performance metrics.

3. Use available and new technologies and processes software products and services, Internet of Things etc. to improve efficiencies.

4. Provide the UK service engineers with the necessary tooling and equipment to enable them to Test & Maintain our customer's products.

5. Help compile and maintain Service Bulletins & Schedules for any current or future products, to enable all UK and export service engineers to maintain the company's product effectively and comply with the prevailing safety regulations.

6. Assist in specifying and conducting technical training courses for any current or future products, for both our UK Engineers and customers.

7. Remote diagnosis of products and further development of processes for both customers and engineers.

8. Schedule & conduct Product Training for UK Engineers & Maintain their Training records.

9. Compilation and distribution of service or information bulletins as required.

10. Provide Health & Safety training and advice for service engineers.

11. Key Supplier Technical Review Meetings (i.e. Miele & Scican), to collate reliability data, discuss, report, and evolve the products.

12. Quarterly Technical Meetings with our Field Technical Support team & Senior Engineers.

13. Technical Support media, to help support our Customers & approved Engineers (media such videos, help sheets, to add to the website or send via email)

14. Significant Situation Site Visits. Where a significant complaint or situation has occurred then a visit to site is essential to start & complete the process.

15. Take the Lead in the identification and proposed resolution of significant Customer and/or Product issues, whether due to reliability or cost. Commercial viability of resolution critical.

Knowledge & skills required:

1. Excellent analytical and practical hands-on & detailed approach to problem-solving. Ability to analyse data to help identify issues, justify & implement corrective action.

2. The Mechanical & Electrical training & qualifications are essential for these actions, reading & interpreting drawings, schematics, standards, guidance, and interacting with peer groups.

3. Must be able to communicate effectively at all levels in both spoken & written forms, be enthusiastic and self-motivated with a passion to exceed customer expectation.

4. Ability to work under pressure and to tight deadlines. A flexible approach is essential to cope with changing priorities. Must be self-motivated, dynamic with excellent time management skills.

5. Commercial awareness is vital, ensuring costs/spend is kept in check, justifying resolution actions.

6. Ability to undertake travel in UK, Europe, and RoW, as necessary.

7. Ability to work effectively with other departments as necessary, particularly Service, Sales, Customer Service, Quality, Engineering/R&D and Marketing.

8. A formal electrical and/or mechanical qualification to ONC or above.

9. Must have strong IT skills to be able work with and introduce cloud based support systems, to diagnose wireless router issues, provide software support on our products and be competent with Microsoft Word, Excel & PowerPoint.

10. A minimum of 2 years in an Engineering background, and ideally currently in a Technical Support function

11. A Mechanical & Electrical Engineer background & qualification now appears to be the direction to help provide greater support.

12. Valid full Driving Licence & Passport

To hear more about this excellent company and opportunity, apply through the link and we will call you to discuss in more detail