Engineering Technician

My Product Path; Maidenhead; On-site; GBP 30,000 - 41,000; Full time

Benefits offered by this job

5% Bonus

Job summary

My Product Path are expanding its UK technical support function and are looking for an Engineering Technician / Technical Support Engineer - Electronics to join the team. You will provide pre- and post-sales technical support across emergency communications, safety tech, IoT devices and a cloud platform, troubleshoot issues, onboard installations and train customers on-site or remotely.

Some travel across the UK, Ireland and Spain is required.

Qualifications

• Experience with analogue and digital electronics is advantageous.
• Previous experience in a customer-facing technical role.
• Ability to explain technical concepts clearly, both verbally and in writing.
• Proactive, adaptable and 'can-do' approach.
• Strong troubleshooting and problem solving skills.

Responsibilities

• Provide technical support to customers across the UK and Ireland.
• Investigate hardware, connectivity and product issues remotely where possible.
• Support customers with configuration, troubleshooting and technical queries.
• Work with cloud-connected devices and IoT technology.
• Support the onboarding and installation of a cloud-based platform.
• Monitoring cloud services and carrying out daily health checks.
• Owning and resolving pre- and post-sales technical support tickets.
• Delivering customer training both remotely and on-site.
• Work closely with Sales, Engineering, R&D and Marketing teams on customer projects and product improvements.
• Supporting the testing and field trialling of new products.
• Investigating product failures and warranty returns.
• Providing on-site installation support when required.
• Building strong relationships with customers and gathering feedback to improve products and services.

Skills

Electrical/electronic systems

Troubleshooting

Customer facing

Communication

On-site installation

IoT

Job description

Engineering Technician / Technical Support Engineer - Electronics

Package up to £30,000-41,000 (DOE) + 5%

Occasional travel across the UK & Ireland & to Spain for training

My Product Path are working with a global technology business that is expanding its UK technical support function and is looking for a Technical Support Engineer to join a growing team - please note this role requires some Electronics background and is not a pure software related role, if you have no electronics background your application can not be considered at this time.

This is a newly created role supporting customers across the UK and Ireland, working across emergency communications, safety technology, IoT-enabled products and a cloud-based software platform. You’ll provide both pre- and post- sales technical support, helping customers troubleshoot issues, configure devices and systems, onboard new installations and get the most from their technology.

What will you be doing?

• Providing technical support to customers across the UK and Ireland.
• Investigating and resolving hardware, connectivity and product issues remotely where possible.
• Supporting customers with configuration, troubleshooting and technical queries.
• Working with cloud-connected devices and IoT technology.
• Supporting the onboarding and installation of a cloud-based platform.
• Monitoring cloud services and carrying out daily health checks.
• Owning and resolving pre- and post-sales technical support tickets.
• Delivering customer training both remotely and on-site.
• Working closely with Sales, Engineering, R&D and Marketing teams on customer projects and product improvements.
• Supporting the testing and field trialling of new products.
• Investigating product failures and warranty returns.
• Providing on-site installation support when required.
• Building strong relationships with customers and gathering feedback to improve products and services.

What are we looking for?

You don't necessarily need to come from a traditional software support background. This role could suit someone from an electrical, electronics, telecommunications, engineering, automation or IoT environment.

You'll ideally have:

• Understanding of electrical/electronic systems
• Experience with analogue and digital electronics advantageous
• Strong troubleshooting and problem solving skills.
• Previous experience in a customer-facing technical role.
• The ability to explain technical concepts clearly, both verbally and in writing.
• A proactive, adaptable and "can-do" approach.
• Good organisational skills and the ability to manage multiple issues simultaneously.
• Strong communication skills and confidence working with customers.

The role offers the opportunity to join a growing technical team, work with connected hardware, cloud technology and emergency communication systems, and play a key role in improving the customer experience as the organisation continues to grow.