Customer Support Engineer

JOB DESCRIPTION: Excellent opportunity for an ambitious and professional Engineer to provide Electro-mechanical repairs and upgrades for all bespoke high-value electric grid distribution test equipment & plant, including testing of systems down to component level. You will be providing direct customer support by telephone, email, remote connection or on site, dependent on each individual case. You will be working as part of the Customer Support team to ensure customers enjoy the highest level of support and service throughout the lifetime of their product(s). Key Responsibilities: * Ensure that warranty claims are dealt with in a timely manner and to the satisfaction of both the customer and the company. * Electro and mechanical repair and testing of systems down to component level. * Commissioning, testing, training, and routine planned maintenance at customer sites worldwide. Travel will often be at short notice, generally for periods no longer than one week however flexibility around longer durations and weekend working are required, dependent on business and/or customer needs. * Produce Risk Assessment and Method Statement documentation and ensure these are followed and evaluated where necessary to maintain the safest working practices at all times. * Ensure response and resolution dates are met in accordance with the Company’s quality systems and agreed SLA’s. * Generate reports, commissioning documents, fault analysis and certification following repairs and maintenance work. * Use SAP B1 system to log service call details, fault codes and resolutions from initial contact to final resolution. * Contribute and prepare service/warranty trend analysis. * Liaise with Sales department for preparing all necessary service quotations. * Liaise with Design, Production and Sales departments to aid in the continuous improvement of products and inform where future sales opportunities may be present. * Ensure all Statutory and Corporate Health and Safety, Environmental, Quality System and International Trade Compliance procedures are followed, and requirements are met. * Maintain Company standards, behaving in an ethical and professional customer-facing manner in all business activities. ABOUT YOU: * Minimum HNC or equivalent in Electrical Engineering. * 5+ years’ experience in a service role including worldwide travel. * Preferably undergone formal training, such as a structured apprenticeship. * Proven track record in the support and repair of industrial control systems. Relevant Electrical engineering background and/or products knowledge. * Understanding of electrical schematics and circuits. * Creative & analytical problem-solver with outstanding customer service skills. * Effective communication skills (written & verbal), follow-up skills, organisational skills, and the ability to work across functions to address customer issues. * Demonstrated flexibility and Continuous Improvement activities. * Collaborative Team worker. * Ability to deliver at pace. * Proficient in Microsoft Office programs (Word, Excel, PowerPoint) * Valid passport and Full UK Driving License * Experience using SAP or equivalent (Desirable)