Product Support Engineer

Key Responsibilities:

• Ensure products fully match our customer and market requirements by working closely with key internal and external stakeholders.
• Ensure all build and test procedures capture keys aspects of a products functions.
• Author build, test and production procedures.
• Manage and oversee product ROV O&M Manuals including updates and new products.
• Work with the Support team to conduct online product demonstrations and create meaningful online content suitable for social media.
• Provide technical insight into Sales and Marketing literature.
• Generate internal NCRs and champion the progress of remedial actions as required to address issues arising from customer reported issues.
• Log and review all customer support enquiries using the database.
• Take lead and clearly document corrective action activities and exercises.
• Manage and oversee end-product cycle testing ensuring all products meet or where possible exceed market requirements.
• Manage, update and create product Systems O&M Manuals
• Manage, update and create internal production and integration procedures.
• Working with the support team create online content including webinars and product demonstrations.
• Oversee first article testing.
• Assist the R&D department as required.
• Complete technical bulletins as required.
• Ensure our products fulfill our customers' requirements from a technical and commercial standpoint.
• Any other duties, as required by the Company.
• Interpret internal specifications and documentation and transpose them into a customer-based interface represented through manuals and product demonstrations. Oversee and take lead on new product development.
• Provide end users with clear documentation, take lead on new product demonstrations. Provide occasional technical support.

Beneficial Skills / Qualifications:

• HND preferably in an Electrical/Electronic Engineering discipline (or equivalent)
• Excellent working knowledge of Microsoft Word or equivalent authoring programme
• Able to read and understand electrical and hydraulic schematic diagrams
• Ability to write and present Technical Reports and Product Bulletins
• Ability to consider and grasp all Engineering disciplines during decision making process
• Have an in-depth working knowledge of Microsoft Office
• Ability to always consider the safety aspects of written instructions

• Sound hands-on technical background backed up with good tool skills
• Passionate and self-motivating team player

• High attention to detail and design
• Creative and forward thinking
• Able to work to self-made deadlines and goals
• Ability to lead a team and be a team member
• Attentive to QHS&E Policies and Regulations
• Excellent organisational skills - role will have some degree of autonomy
• Excellent Presentation and public speaking skills
• Willing to take lead and make firm decisions based on sound end-user understanding
• Background in a similar manufacturing environment
• Background in producing technical documentation and supporting information
• Previous experience in a hands-on tools-based role
• Customer-facing technical role
• Safety conscious
• Attentive to ISO 9001 QA systems

Additional Details:

• 37 hours per week (Mon-Thurs 8.30am to 4.30pm and Friday 8.30am to 4pm with a 30 minute unpaid lunch break)
• 25 days holidays and 8 bank holidays
• 5% pension
• Private healthcare
• 2 x base salary life insurance