Customer Support Engineer

Internetwork Expert; Prudhoe; On-site; GBP 80,000 - 100,000; Full time

Job summary

A dynamic engineering company in Prudhoe is seeking a Customer Support Engineer to provide technical support for mechanical and electrical issues. The role involves troubleshooting, collaborating with engineering teams, and executing repairs at customer sites globally. Ideal candidates should have strong problem-solving skills, experience in electrical/mechanical repair, and a creative mindset for product improvements. This is an opportunity to join a passionate team in a fast-growing business with a focus on exceptional engineering.

Benefits

Competitive remuneration package

25 days holiday

Free breakfast and lunches

Private healthcare

Life assurance

Salary sacrifice schemes

Paid team socials

Pension plan

Qualifications

• Hands-on experience in electrical/mechanical repair and testing.
• Ability to interpret technical documentation and engineering drawings.
• Willingness to travel overseas for customer support.

Responsibilities

• Troubleshoot and resolve mechanical/electrical problems.
• Plan and execute remote repair activity at customer sites.
• Collaborate with teams to improve support processes.

Skills

Problem-solving skills

Attention to detail

Communication skills

Creative mindset

Tools

Electrical test equipment

Mechanical test equipment

Job description

We're looking for a Customer Support Engineer to be involved with supporting customers through investigation and modifications of OpenWorks products.

We're looking for a technically curious and creative individual to support customers through fault investigation and rectification of the OpenWorks products that are in service with them.

As a Customer Support Engineer, you'll be hands-on with investigation of mechanical / electrical faults and issues on customer-owned equipment both in the factory and at customer sites across the world as a Field Service Representative.

OpenWorks is a rapidly growing business operating globally with a passion for exceptional engineering and building on a legacy of defence innovation in the North East of England.

Our products provide ultra-high performance, real-time detection, tracking, identification and targeting of dynamic aerial threats. They have been deployed internationally to protect high profile military and civilian assets, and contribute towards the defeat of nuisance, misguided and maliciously deployed drones during operations.

We are very proud to have supported a wide range of law enforcement and military operators, protecting many of the most high profile sites and individuals around the world.

The amazing things we do are only possible because of a dedicated and passionate team.

Why You’ll Love Working With Us

Join a high-energy, collaborative team based in the beautiful Northumberland countryside - where great ideas thrive, challenges are embraced, and people genuinely love what they do.

Here’s what our benefits have to offer:

Competitive remuneration package, with performance-related bonuses and clear progression opportunities.

25 days’ holiday + public holidays, with long-service rewards and the option to buy up to 5 additional days.

Free breakfast and freshly cooked lunches every day, courtesy of Chef Mark and his team.

Private healthcare through Aviva, keeping you feeling your best.

Life assurance for peace of mind for you and your loved ones.

Salary sacrifice schemes – including EV car and Cycle to Work options for easy, sustainable travel.

Paid team socials – from quiz nights and football to board games and more; we love to have fun together.

Pension plan with up to 4% employer-matched contributions to help you plan for the future.

A culture that empowers – we enable change, encourage challenge, and celebrate personal growth.

What you’ll be doing:

• Troubleshoot and resolve mechanical / electrical problems across our range of high-precision systems
• Collaborate with engineering teams to refine repair processes and creatively resolve technical challenges
• Plan and execute remote repair activity at customer sites around the world
• Investigate and diagnose issues encountered by customers in real time
• Collaborate with internal teams to resolve complex technical challenges
• Contribute to improving support processes and customer experience

What we’re looking for:

• Background in electrical / mechanical repair including hands on experience of building and testing electro-optical, opto-mechanical or complex electro-mechanical assemblies
• Excellent problem-solving skills with a methodical and analytical approach
• Ability to interpret complex technical documentation and engineering drawings
• Familiarity with the use of electrical and mechanical test equipment
• Strong attention to detail, dexterity and commitment to exceptional quality
• Accept that things sometimes go wrong, be resilient and embrace change
• Creative mindset to spot opportunities for product improvement
• Clear and effective communicator
• Willingness to travel overseas for short customer support trips

What you’ll get:

As a small, fast growing company (with over 70 people which is continually expanding), we offer the opportunity for a professional to have autonomy and responsibility. You’ll directly see the impact of your efforts.

More about us:

Vision

Help protect the territory and airspace of NATO countries and their allies.

Mission

Be a world-leading provider of autonomous technology for Surveillance applications and Defence

Values

Be a Good Egg: Earn respect, have mutual trust and be honest

Do cool stuff: We develop cool tech with an awesome team, and we get stuff done

Be empowered: We are autonomous, reliable and take personal responsibility

We are one team: Look out for each other and the team

Things go wrong: Fail fast, learn and move on

Have fun: We’re doing amazing things with passionate people

We encourage you to apply as soon as possible as we may close the role early due to high volumes of applications.

Applicants must have the right to work in the UK, as we are not able to provide visa sponsorship.