Technical Support Specialist - Kirkbymoorside, United Kingdom - Forum Energy Technologies

Forum Energy Technologies

Verified Company

Kirkbymoorside, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Forum Energy Technologies (FET) is a world leader for the supply of Work Class ROVs (Remotely Operated Vehicles), Observation Class ROVs, Trenchers and Submarine Rescue Systems providing innovative solutions for challenging deep water intervention operations.

Design and manufacture of these systems is based at the facility at Kirkbymoorside, North Yorkshire which is part of a worldwide company with headquarters in Houston, USA.

These products are known worldwide for unrivalled quality and technical excellence utilising a wealth of experience, delivering products that perform reliably in hostile environments.

Job purpose:
Provide technical support solutions to our end users, engineering, part-sales team, production, and other internal FET departments/functions as required.

Key Responsibilities:
(Key Tasks)

Provide technical support for inservice systems, collating customerready engineering responses to technical support enquiries in a timely manner.
Where beneficial, recreate customer reported issues inhouse to assist problem resolution.
Be an active member of the "on call" out of hours rota system.
Generate internal NCRs and champion the progress of remedial actions as required to address issues arising from customer reported issues.
Provide technical input during the quoting and tendering phase to understand customer requirements.
Be commercially aware when dealing with customer issues.
Log and review all customer and technical support enquiries using FET FAST database.
Take lead and clearly document corrective action activities and exercises.
Provide technical insight into future product development.
Carry out system audits and followup visits to vessels and systems to obtain customer feedback.
To assist with system integration/FAT as required
To act as customer proxy for FAT as required (and where there is no conflict of interest).
Job role may require work offsite.
Any other duties, as required by the Company.

Accountabilities:
(Deliverables)

Resolution of technical queries or oversee output of others who are working to resolve them
Contribute to the robust 24hour technical support function
Monitor the FASTticketing system ensuring support enquiries are resolved in a timely fashion
Assist R&D department as required
Any other duties, as required by the Company

Internal/External interaction:

Internal:
Provide technical guidance and support to the internal sales team

External:
Be the first point of contact for all customer-related technical queries

Education/Qualifications (desirable):

ONC/OND preferably in an Electrical/Electronic Engineering discipline (or equivalent)
HNC/HND preferably in an Electrical/Electronic Engineering discipline (or equivalent)
BSc preferably in an Electrical/Electronic Engineering discipline (or equivalent)

Technical Competencies (essential):

Able to read and understand electrical and hydraulic schematic diagrams
Ability to consider and involve all engineering disciplines during decision making process
Ability to always consider the safety aspects of written instructions
Ability to consider and involve all engineering disciplines during decision making process
Working knowledge of hydraulic and electrical control systems
Working knowledge of AC/DC High Voltage Systems
Advanced tool skills

Technical Competencies (desirable):

Working knowledge of fibre optic data systems
Working knowledge of ROV winch and handling systems
Have an understanding of current and legacy FET (PSSL & Sub-Atlantic) equipment

Key Skills (essential):

Excellent literacy and phone skills
Logical approach to fault finding when under pressure
Willingness to get things done on time using own initiative
Ability to be a team member and think of others
Friendly and approachable with a willingness to listen
Prepared to take lead on technical corrective actions and clearly document the results
Attentive to QHS&E Policies and Regulations
Effective organisational skills role will have a high degree of autonomy
Be an effective communicator understand the business needs whilst considering customer demands
Passionate and selfmotivating team player
High attention to detail

Experience (essential):

Attentive to ISO 9001 QA systems
Previous experience in a handson toolsbased role (not necessarily related to ROV's)
Customer facing role

Experience (desirable):

Proven ROV competence with high level of awareness of typical ROV activities.
ROV Operational Experience
Previous experience in a technical support environment

QHSE Competencies:

Maintain behaviour in compliance with FET HSE requirements.
Maintain responsibility and accountability through personal commitment and behaviour.
Report any unsafe or environmentally unsound acts and conditions to their immediate Supervisor such that remedial action can be taken to manage the risk.

Job Types:
Fu