Product Support Engineer           

Full Time, Permanent

Newtown

Competitive Salary and Benefits Package

Immediate start available

My client, a global leader in the design and manufacture of electro-mechanical products for a range of industries are in search of a Product Support Engineer to join their established and experienced team.

The Product Support Engineer will work closely with the Global Technical Support Manager, providing re-active and proactive technical support to the network, playing an instrumental part of the customer experience to headquarters and when representing on-site.

The Responsibilities:

• Provide re-active and proactive technical support to the network, ‘Country Partners’, ‘Distributors’ and key end customers on the product range via Support Suite/telephone/e-mail/Jabber/Webex/customer site visits.
• Manage customer issues within an agreed timescale and follow-up as appropriate.
• Ensure all issues are dealt with promptly and in a professional manner.

• Work with the documentation team to generate and maintenance user documentation (user manuals etc.) and other supporting documentation (release notes, application notes etc.)
• Support a ‘Technical Support’ environment (office/Labs) that can be presented to end customer during visits to the headquarters that promotes the pre and after sales service provided by our client

• Support of any technical/product issues highlighted during the manufacturing process (all manufacturing sites) or ‘Service Centre’.
• Support the firmware release process through ‘early adopter’s’, network and full release to manufacturing to ensure we provide a high quality, reliable solution.
• With the ‘Global Technical Support Manager’ highlight design issues and urgency to the product management team so they can be scheduled by PMO.
• Support continuous improvement of the ‘Technical Support’ Lab test facilities so ‘Technical Support’ can provide the best reactive support service levels possible to the network, ‘Country Partners’, ‘Distributors’ and key end customers.
• Support a ‘Technical Support’ environment (office/Labs) that can be presented to end customer during visits to headquarters that promotes the pre and after sales service provided.
• Be an ambassador and brand champion throughout the organisation; be passionate, creative and committed to achieving sales success.
• Be an ambassador for global technical support; strive to add value for the wider organisation and for affiliates, driving marketing excellence across the organization.
• Be a collaborative team member; communicate and listen effectively in the global technical support team, global marketing/commercial team, brand team, local countries and project teams.
• Manage projects and meetings effectively, using authority and influence appropriately and building relationships with stakeholders

The candidate:

• Extensive product, application knowledge
• Management of a team and ability to motivating others
• Project management skills
• Skill to deal with numerous tasks of changing priority
• Financial and controlling skills
• Strong interpersonal skills and able to build productive relationships at all levels
• Communicative, intercultural understanding and behaviour
• Presentation skills
• Dedicated and results orientated
• Takes initiative and is proactive
• Time management skills
• Operate independently an as part tof a team
• Working within a multi-cultural and global environment
• Business Acumen
• Dealing with Ambiguity

Education and Qualification(s)

• Degree/HNC in Electrical Engineering
• and/or accreditation with ‘The Institute of Engineering and Technology or an equivalent combination of education and technical/ professional or proven experience.

Travel Requirements

• Regular travel; European and International; examples include (but are not limited to)

–  Conferences, Exhibitions, Customers site visits, (end-users, OEMs, Distribution Partners and Drive Centres).

• Travel will likely include overnight stays and attending meetings out of hours. 

If this role is of interest, apply today to EmilyD@rerecruitment.com

RE acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers.

RE Recruitment would like to thank you for applying for the above role. We do try to come back to all applications however if you haven’t heard from a consultant within 5 working days, this unfortunately means that you have been unsuccessful.

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