Technical Support Engineer

Department:

• Operations.

Salary:

• Competitive, dependent on experience.

Reporting Structure:

Responsible to:

• Operations Director.

Liaising with:

• Depot Managers and Foremen.
• Electrical Manager and Electricians.
• Service Engineers.
• Technical Support Manager.
• Incident & Resolution Desk.
• Telemetry Manager.
• Senior Management Team.
• External OEM Suppliers.

Main Purpose of the Role:

• Support the business across Product, Quality and Service Delivery functions.
• Improve the quality and reliability of the Generator Power fleet through innovation and reliability initiatives.
• Introduce and maintain engineering quality standards across all depot locations.
• Manage project delivery relating to site installations, reliability campaigns and quality improvement initiatives.
• Ensure high standards of service delivery and equipment readiness.
• Deliver excellent customer service at all times.
• Carry out any other reasonable duties as required by the business.

Key Duties and Responsibilities:

Product Engineering:

• Ensure new product introductions are effectively communicated throughout the business through documented procedures and product bulletins.
• Support new product introductions across depot locations and work closely with OEM suppliers to provide timely feedback on issues and observations.
• Ensure all product issues and observations are recorded using the correct reporting methods and systems.
• Work in conjunction with OEM suppliers on product developments and early-life product issues to develop and implement effective solutions.
• Collaborate with supply chain partners to investigate equipment failures, identify root causes and deliver rectification programmes across the Generator Power fleet.
• Identify genuine warranty opportunities on equipment and components.
• Ensure warranty claims are correctly registered with OEM suppliers and internal systems to maximise revenue recovery.
• Analyse common equipment faults and develop improvement plans to reduce repeat failures.
• Implement improvements through revised procedures, enhanced training, component upgrades and replacement programmes.
• Drive continuous improvement initiatives to enhance fleet reliability, performance and product quality.

Technical Support:

• Provide technical support to Sales and Operations teams on complex hire projects.
• Ensure the most effective use of Generator Power assets on customer sites.
• Support customer application engineering requirements where required.
• Develop and maintain fault-finding procedures and technical documentation to improve first-time fix rates.
• Support depot engineers with technical guidance and troubleshooting assistance.
• Identify opportunities for digital innovation across the business.
• Enhance customer service offerings through initiatives such as telemetry, remote monitoring and fuel management solutions.
• Complete equipment and site quality audits on underperforming sites.
• Ensure equipment is installed correctly and operating to the required standard.
• Manage and lead specific business projects including:
  • Complex site installations.
  • Reliability improvement campaigns.
  • Quality improvement initiatives.
  • Fleet enhancement programmes.

Qualifications and Skills:

Essential:

• GCSEs or equivalent.
• Plant, Mechanical or Engineering qualification.
• Strong management and organisational skills.

Experience:

Essential:

• Experience working with generators, plant equipment, heavy engineering or a similar industry sector.

Specialist Training:

• No specific specialist training required.
• Manufacturer and product-specific training will be provided where appropriate.

Personal Attributes:

Essential:

• Strong leadership skills.
• Flexible approach to working hours, including occasional unsociable hours.
• Excellent communication and interpersonal skills.
• Ability to build positive working relationships at all levels.
• Ability to work effectively on own initiative.
• Ability to work collaboratively as part of a team.
• Strong organisational and time management skills.
• Ability to ensure work is completed efficiently and effectively.
• Ability to work under pressure and meet deadlines.Commitment to following company policies and procedures.
• Ability to understand and implement written and verbal instructions.
• Strong problem-solving and decision-making skills.
• Customer-focused approach.
• Commitment to continuous improvement and high-quality standards.

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