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    Technical Support Engineer - Thirsk, United Kingdom - Reed Engineering

    Reed Engineering
    Reed Engineering Thirsk, United Kingdom

    1 week ago

    Default job background
    Engineering / Architecture
    Description

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

    Key Responsibilities:
    (Key Tasks)

    Provide technical support for in-service systems, collating customer-ready engineering responses to technical support enquiries in a timely manner.
    Where beneficial, recreate customer reported issues in-house 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 FAST database.
    Take lead and clearly document corrective action activities and exercises.
    Provide technical insight into future product development.
    Carry out system audits and follow-up 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.
    Resolution of technical queries or oversee output of others who are working to resolve them
    Contribute to the robust 24-hour technical support function
    Monitor the FAST-ticketing system ensuring support enquiries are resolved in a timely fashion
    Assist R&D department as required
    Any other duties, as required by the CompanyEducation/Qualifications (desirable):
    ONC/OND preferably in an Electrical/Electronic Engineering discipline (or equivalent)
    HNC/HND preferably in an Electrical/Electronic Engineering discipline (or equivalent)
    Able to read and understand electrical and hydraulic schematic diagrams
    Ability to write and present short technical reports and emails
    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
    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
    Attentive to ISO 9001 QA systems
    Previous experience in a hands-on tools-based role

    Customer facing roleAdditional Details:
    travel allowance
    Overtime - time and a half after 37 hours worked Mon-Sat and double time Sunday
    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
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