Product Support Engineer

08 Oct 2020
05 Nov 2020
Contract Type
Full Time
We have an excellent job opportunity for a Product Support Engineer in Bedford, where you will assist the company in achieving its business objectives and revenue targets by being responsible for improving global support, conducting service, supporting product improvement and dealing with complex product issues.

The Company
Our client is a respected leader in the development, manufacture and supply of occupational health and environmental monitoring instrumentation. With a history dating back to 1799 they have changed significantly over the past 200 years plus, yet they remain perfectly placed to offer reliable, trustworthy and credible solutions for Occupational and Environmental monitoring or noise and dust - with over 40 years of innovation in noise monitoring, and 60 years in dust monitoring.

Key Responsibilities as Product Support Engineer

• Conduct Calibration / Service and repair of company products
• Visiting customers & conducting installation, repair & service of remote based systems
• Provide escalated support services to helpdesk support.
• Respond to complex technical enquiries from customers and ensure that any problems presented are resolved to their satisfaction
• Assist customers and distributors in the effective use of their products.
• Maintain a friendly and cooperative attitude in all aspects of working with other staff.
• Support Helpdesk Engineers to develop their responses to customers.
• Conduct 'Root Cause Analysis (RCA)', in order to identify problem applications / products.
• Using RCA, write reports with proposed solutions where possible.
• Ensure all calls received are maintained in the ticket system.
• Maintain an up to date and comprehensive knowledge of the Company's products and services.
• Provide input on specification / development and build of new product auto test systems.
• Provide ongoing support to users & improvement suggestions for all product auto test systems.
• Carry out deployment and training for auto test systems.
• Carry out component level fault finding where required.
• Ensure that all activities are undertaken and controlled in accordance with the Quality Management System (QMS).
• Maintain Key Performance Indicators (KPI's) to measure performance and demonstrate continual improvement.
• Understand and learn from all escalated calls in order to reduce the number of escalations - this is a continuous improvement process.
• Provide support and/or development on new products

Essential Skills & Attributes
To be successful for the role of Product Support Engineer you will need:

• Minimum of 4 GCSE's (or equivalent) at grade C and above including Maths and English.
• HNC/ONC equivalent in electronics
• Experience of MS office, especially Word and Excel.
• Demonstrated ability working within a QMS environment.
• Experience in electronic, electrical or instrumentation
• Understanding of how to manoeuvre around software/hardware applications.
• Ability to understand customers' systems and operations and how they interact with company applications.
• Can inform, educate and explain technical applications to users.
• Good communication and customer service skills.
• Excellent problem-solving skills.
• Patient and methodical approach.
• Ability to meet deadlines.
• Willingness to keep up to date with IT developments.
• Pro-active, self-motivated attitude to research and learning.
• Positive, enthusiastic telephone manner.
• Awareness of electrical safety issues.
• Strong English language skills, written and spoken word.
• Cultural Awareness.

In the role of Product Support Engineer you will work 8.30am to 4pm Monday to Thursday and 8.30am to 4pm on Fridays and there is a highly competitive package on offer.

How to Apply
Please note that in accordance with our recruitment and consultancy processes eRecruitSmart may send your CV, if shortlisted, to the Hiring Manager at our Clients' business and by applying for this position you give your consent for us to do so.

You must have eligibility to work in the UK. Please note, only suitable applicants will be contacted. If your address and contact details are not on your CV, you will not be considered.

We look forward to hearing from you!

Engineer, products, Kaizen, Lean, manufacturing, engineering