Mechanical Technical-

ZipRecruiter; England; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in the technical support field is looking for a Technical Support Engineer. The successful candidate will act as a technical specialist for Böwe product lines, providing on-site and remote support and training. This role requires strong problem-solving skills and the ability to work in high-stress environments, requiring travel flexibility. Candidates should have an associate degree or equivalent experience, with substantial technical support knowledge.

Qualifications

• 5+ years in mechanical, electronic, or software training related to mail processing equipment.
• Expertise in digital electronics and networking with Böwe products.
• Willingness to travel up to 75%.

Responsibilities

• Provides on-site technical assistance to troubleshoot and repair equipment.
• Supports customers and trains service engineers on Böwe products.
• Responds to emergency calls and scheduled service requests promptly.

Skills

Analytical

Troubleshooting

Project Management

Interpersonal Skills

Communication

Problem Solving

Adaptability

Customer Service

Education

Associate degree in a technical field

Tools

Windows

Windows Server

DB2

HTML

Job description

Job Description

Position Overview:

The Technical Support Engineer is responsible for providing technical support and training on a basis. As the technical specialist, he/she is the go-to person during installations, modifications, and escalations for all Böwe product lines. He/she is the second line of support on all hardware and software upgrades, maintenance, and emergencies. The TSE is responsible for investigating and resolving customer reports of technical issues with equipment, and eliminating future operational or service difficulties for customers.

Essential Job Functions:

1. Provides on-site technical assistance to troubleshoot and repair equipment promptly, ensuring effective communication between the customer and the Director of Technical Support.
2. Supports customers and Böwe service personnel on all Böwe products; guides and trains customer service engineers and customers as needed.
3. Performs second-tier troubleshooting on hardware and software issues within designated product lines, providing assistance via phone or on-site.
4. Creates and maintains Product Performance Reports, develops recommendations for problem resolution, maintains a Field Problem log, and suggests product improvements. Provides weekly site performance feedback and reports.
5. Provides expert technical support during new product installations, field conversions, or modifications, including system evaluations and machine validation.
6. Enhances technical knowledge of Customer Service Engineers (CSEs) by assessing skills, identifying training needs, and delivering training sessions in the field.
7. Updates service documentation, bulletins, retrofit instructions, and schematics to improve technical knowledge among service personnel.
8. Delivers technical training on old and new Böwe product lines, conducting needs analysis and acting as a product specialist.
9. Collaborates with Böwe Systec GmbH Augsburg (BSA) on technical and development issues.
10. Maintains positive relationships with customers and internal teams, handling complaints and inquiries professionally, and coordinating problem resolution across departments.
11. Responds to emergency calls and scheduled service requests within established response times, including off-hour tasks as needed.
12. Supports team efforts in preventive maintenance, installations, repairs, upgrades, and relocations in a cooperative manner.

Additional duties:

• Other duties to be developed as needed.

Qualifications or Skills Required:

• Associate degree or equivalent experience in a technical field with 5+ years in mechanical, electronic, or software training related to mail processing equipment.
• Expertise in digital electronics, networking, and proficiency with Böwe product lines.
• Strong analytical, troubleshooting, and project management skills.
• Excellent interpersonal and communication skills.
• Proficiency in Windows, Windows Server, Word, Excel, Project, DB2, HTML, and Domain; capable of leading projects with minimal supervision.
• Ability to troubleshoot networks related to Böwe products and other product lines.
• Extensive experience with Böwe products or equivalent.
• Strong electromechanical skills and problem-solving abilities.
• Adaptability to changing situations, high-stress environments, and unsupervised work settings.
• Ability to troubleshoot mechanical, electronic, and operational issues, with excellent customer service skills.
• Willingness to travel up to 75%, with schedule flexibility, including outside normal hours and shift work.