support engineer
4 the last 132 days, recently 2023-09-19
Responsibility
- job Introduction
- we provide support to all TGW customers with problems related to WCS, PLCs, and infrastructure
- A team of IT, WCS, and Mechatronic/Controls experts is on hand to assist them
Show more +47 - accountability for the Stingray availability KPI’s
- these activities would range from planned preventative maintenance, equipment repair & breakdowns, supervision, and operational support
- support will be provided by phone and email. Supporting and monitoring both will be your responsibility
- you would also support the mobile field engineers when required
- your role will require you to track open tickets and ensure the correct escalation paths have been followed
- main Responsibilities
- to support all customers with Stingray shuttle solutions
- incident organisation during escalation and compliance with customer support engineers, customer teams leaders, and customer support manager
- the Central Support Engineer provides broad-based electrical, mechanical and software expertise to support TGW customers but will predominately be based at the Market Harborough Test Cell
- you will be the key support function to the Mobile Service Manager in driving the TGW test cell strategy and improving efficiency and customer experience
- accountability for the Stingray availability KPIs
- monitor ticket queues continuously and process or decide on any tickets that have been left behind
- WCS module testing
- to mentor and develop TGW apprentices
- 1st level operational support and triage for customers following how 2's and standard operating procedures
- to be pro-active, and consider ways in which TGW can add more value to our customer’s business
- you will be expected to travel between customer sites, mainly in the UK and on occasions in Europe, providing support on several activities
- you will be the first point of contact for our customers when things go wrong on our sites, and you will open a ticket and assign it to the correct department
- support & monitoring
- continually improve the performance of the equipment and how you work
- support and create the implementation of technical documentation for this role, with support from the customer support engineers
- training delivery to site Maintenance Engineers
- maintain the Stingray training documentation and procedures
- to work in a safe manner and follow all Environmental, Health & Safety requirements including RA’s, SSOW and COSHH requirements
- WCS code testing and writing to support Upgrades & Enhancements Retrofit business
- to be proficient with spare parts and warranty management
- ensuring correct ticket handling and corresponding instructions to colleagues
- to comply with current TGW QA procedures and documentation
- be a part of the support team who provide 24hr * 7 day cover on a rotating shift pattern
- to be able to problem solve on complex technical equipment
- provide professional telephone support to customers both internal and external
- give effective on line software support for WCS systems
- responsible for facility repairs at the test cell
- master data maintenance in the ticket system
- inform customers about ticket-related status changes
- manage and troubleshoot site-to-site and client-to-site VPNs using appropriate tools
- to be proactive and consider ways in which TGW can add more value to our customer’s business
- work towards being the super-user for the ticket system
- minimum NVQ Level 3 /ONC / City and Guilds in electrical or mechanical engineering
- timely detection of imminent escalations or response time violations and assignment of such tasks. Closely monitor priority 1 incidents, ensuring that updates are always going out within the agreed SLA
- to manage the hotline ticket system for IT, Facilities and Controls
- to achieve standards of performance relating to customer satisfaction, technical efficiency and company image
- to provide effective feedback to TGW and the Customer
- about You
- completion of an electrical apprenticeship or holding an electrical qualification is preferred
- manage the support process on an integrated basis
- attend sites during support office hours as required to support project works and training
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