Technical Support Engineer (287jc) vacancy in Middlesex ()

My client, a world leader within the radar surveillance sector is now seeking a Technical Support Engineer to join their team.

You will be reporting to the Support Manager of the business unit and your role will be to provide first line technical assistance on issues relating to service, warranty, installation and commissioning of the complete product range.

With others, to ensure that the global service organisation (including agents) is kept abreast of changes in products or technical requirements relating to the installation and servicing of equipment.

OVERVIEW:

Providing a “First-Time-Fix” is a key objective of the Customer Service organisation and meeting this objective is partly dependent on accurate fault diagnostic and recommendation of corrective action prior to a service engineer/agent attending. The pre-planning of activities, both service and installation must also be effective to ensure that customer satisfaction is maximised and costs minimised. Contributing factor is ensuring that service engineers and agents have up-to date technical information to work from.

This role is key in meeting these objectives and the job holder must be prepared to offer flexibility and support in a number of different environments and scenarios. As required the jobholder may be required be involved in coordinating the technical aspects for a number of projects.

The position holder will be expected to comply with any reasonable operational instruction or procedure as well as operating within any policies and procedures relating to quality, safety, the environment, staff grievance and discipline, financial reporting and controls

JOB FUNCTIONS:

• To provide timely and accurate first line technical support to agents, customers and shipyards as required.
• To control the technical advice e mail Inbox and ensure e mails are answered promptly
• As required, to plan and coordinate the technical aspects of installation and commissioning activities of all company products both manufactured and factored.
• As required, identify the need and produce Technical Advice Sheets to agents and engineers in a timely manner.
• To provide technical support outside of normal working hours as part of the rota, providing 24 hour support line.
• To provide assistance to the Service and Spares Coordinates and provide cover in these roles if required.
• To scrutinise incoming service reports and provide advice on the quality of the service intervention.
• To make full use of the business system for the recording of information and maintenance of ships data.
• To assist in maintaining the Annual Performance Test (APT) database, ensuring engineers certificates are in date.
• To coordinate the return and archiving of installation configuration files.
• As required to provide Product training either On-Site or Overseas.
• As required production or correction of drawings related to the installation of supplied equipment.
• Travel on occasions in the UK and if necessary overseas, in order to maintain an up-to-date knowledge of the products and to perform service interventions if required.
• Any other tasks associated with the above function.

To be eligible for this role you will need to have the following qualifications, experience and physical abilities for this role:-

• Minimum BTEC Level 4 or equivalent HNC in Electronics or IT discipline.
• You must have the ability to read and interpret technical information and specifications
• Good IT skills with MS Office and Windows based systems
• Excellent communication skills both written and verbal
• Self motivated and able to motivate others
• Knowledge of a drawing package preferably Auto Cad is a distinct advantage
• A Technical knowledge in a similar environment
• Knowledge and ability to understand and implement business processes and systems
• The ability to walk 300-400 metres with to a tool kit, possible weight of 10 Kilos
• The ability to walk up the equivalent of 10 flights of stairs, then could be a further 10 metres on a ladder
• Able to work at heights could be up to 40 metres
• Able to harness yourself to the mast and commence service activities
• The ability to work in tight spaces, needing to twist and manoeuvre your body

In view of the intrinsic requirement of this role, HSC guidelines recommend regular medical checks via Occupational Health, to ensure the safety and well being of the employee. The Company will advise the employee of the regularity of this requirement.

Therefore the ideal candidate would probably suit a JNCO/SNCO from either a Royal Navy or RAF background that has a strong technical, electronics or IT background who is able to ascertain problems within equipment supplied and has the ability to dispatch individuals who are capable of fixing the issues, making sure that they have the right equipment and spares needed to carry out the task.

In return they are offing an good base salary, as well as a benefits package which includes, Stakeholder Pension, Life Insurance, Child Care Vouchers as well as a host of other benefits. As well as on going training and development within the company and the possibility to rise within this truly world wide organisation.