Support Engineer (Mechanical)

GRW Talent limited

SUPPORT ENGINEER
UK / REMOTE / HOME BASED
BASE SALARY £25-31,500 DOE 
 
With locations based close to both London and Edinburgh, Grw Talent's client has over 20 years of experience designing and delivering highly complex automated storage equipment and managing full turnkey projects from design through to installation, commissioning and through-life support; for clients in a variety of industries. The business is expanding into new geographies, new customers and developing new technologies. They now need to make the key hire of a Support Engineer to join an existing team. 
 
The Technical Support team typically work from home / remote. We will look at candidates based remotely across the UK as long as able to travel when needed. Our client provides 24/7 remote technical support to their customers. The Customer Support Technical Support Team works across mainly day and back shifts, some night shifts and weekend cover. Weekly contracted hours are 37.5. 
 
Reporting to the Head of Technical Support, the Support Engineer will take responsibility for triaging a range of machine hardware and software faults, working to resolve them remotely and at times onsite, as well as support customer training and supporting in-field proactive and reactive maintenance. Key responsibilities include:
  • Converse with the clients and establish their issues while acting to maintain the reputation of our company in a courteous and efficient manner.
  • Working to resolve both mechanical and software machine issues via a remote connection.
  • Utilising your skills to triage multiple jobs as they come in ensuring that the most pressing are dealt with first.
  • Reporting persistent issues or breakdowns through the appropriate channels, ensuring a thorough and accurate description of the issue is given.
  • Working from home - you must be able to focus while on shift to provide our clients with fast and efficient service.
  • Travel to various sites around the country and across the world to carry out work on the various machines they support.
  • Servicing of the machines to ensure smooth operation and the decreased likelihood of breakdowns.
  • Attending breakdowns to provide safe and thorough repairs to machines, getting them back online as soon as possible.
  • Training of clients so that they can operate their machinery safely and avoid any mistakes being made that could lead to breakdowns.  
The ideal candidate is educated to HNC level or time served in an engineering discipline - mechanical engineering preferred. Given that solid training is provided we are open to entry level candidates who want to build a career in field / customer service engineering. Candidates will need to show good capability in working through and resolving technical problems; both hardware and software. You will need to be highly PC / tech literate (especially in Microsoft Windows). We would love to hear from candidates with previous field service or remote engineering product support experience.  A customer facing and polished personality is required, and this role will suit candidates who enjoy hands-on problem solving and practical projects in their spare time, such as building, repairing, or experimenting with equipment or technology. Additional requirements: a stable and reliable internet connection; ability to travel within and outside of the UK; driving license preferred. 
 
The pace and variety contained in this role make it super interesting and you will learn lots, inside an excellent team. Working largely remote with some occasional travel is a major plus. Your base salary of £25-31.5k DOE is backed up with a competitive benefits package including a company bonus scheme, and paid expenses when travelling. 
To apply for this role please send your resume and reach out to Katie Hydes from Grw Talent.
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