Product Support Engineer

Nidec Drives; Newtown; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

25 days Annual Leave

Holiday sell back program

Pension Scheme, 5% matched

Additional day off for your birthday

EV and cycle-to-work schemes

Voucher programs

Life Insurance

Volunteer day per year

Employee assistance program

Job summary

Nidec Drives is seeking a Product Support Engineer to deliver proactive and reactive technical support for the Control Techniques product range, via support suite, phone, email, Teams, and on-site visits. You will collaborate with the Global Technical Support Manager to ensure top-tier support across Drive Centres, country partners, distributors, and key customers.

The role involves participating in product testing, providing feedback to product management, creating documentation, and

Qualifications

• Degree/HNC in Electrical Engineering required or equivalent.
• Extensive product and application knowledge across drives and control technologies.
• Ability to manage numerous tasks with changing priorities.
• Financial and controlling skills.
• Strong interpersonal and collaboration skills with global teams.

Responsibilities

• Provide reactive and proactive technical support for Drive Centre customers.
• Manage customer issues within agreed timescales and follow up.
• Investigate root causes with R&D, vendors, and manufacturing for corrective actions.
• Support hardware and firmware development testing with R&D.
• Generate and maintain product documentation and translations.
• Provide global training materials to support firmware releases.

Skills

Interpersonal skills

Multi-tasking

Financial and controlling skills

Product/application knowledge

Education

Degree/HNC in Electrical Engineering

Job description

At Nidec Drives our values and behaviours are the foundation for creating a great culture to support business success.

We are looking for exceptional people who turn ambitions into actions, and we believe everyone has the potential to succeed.

Nidec will offer a host of opportunities for growth, varied career paths, exciting challenges, and a culture of inclusion that celebrates diversity.

In addition, we will offer you a benefits package that aims to meet your individual needs.

Here’s some of what we offer:

• 25 days Annual Leave, increasing with service. (Plus, Public Holidays)


• Holiday sell back program.


• Pension Scheme, 5% matched.


• Additional day off for your birthday, once you have been with us for 1 year.


• EV and cycle-to-work schemes.


• Voucher programs, with a wide offer of discounts on everything from cinema and theatre tickets to goods and services.


• Life Insurance


• A funded volunteer day per year, encouraging you to support the communities and charities that matter to you.


• Employee assistance program

Role Summary:

We have an exciting opportunity for an individual to join Nidec Drives as a Product Support Engineer.

This role will provide support with Control Techniques product range via Support Suite/telephone/e-mail/Teams /customer site visits and providing an escalation point for critical issues.

The Product Support Engineer will work with the ‘Global Technical Support Manager’ to ensure Control Techniques provide the highest levels of proactive and reactive technical support to the ‘Control Techniques Drive Centre’ network, ‘Country Partners’, ‘Distributors’ and key end customers.

Global Technical Support Functions:

1. Product Support

• Product support for Drive Centres, Country partner, Distributors & key end users.

2. Product Management Feedback

• Provide feedback on product issues or new requirements to the Product Management team.

3. Documentation & Translations

• Generate all user product documentation and translations.

4. Product Testing

• Product testing with the design team.

5. Field Failure Investigations

• Field failure investigations.

6. Manufacturing Support

• Manufacturing support.

7. New Product Firmware Releases

• Manage the release of new product firmware to “early adopters”, Drive Centres and Manufacturing.

8. Global Training

• Provide global training/training material to support the release of new products.

9. Manufacturing & Design Interface

• Interface between manufacturing, Drive Centers and the design team.

Key Job Responsibilities/Requirements:

The responsibilities of the Product Support Engineer consist of but are not limited to:

• Provide re-active and proactive technical support


• Manage customer issues within an agreed timescale and follow-up as appropriate.


• Ensure all issues are dealt with promptly and in a professional manner.


• Investigation and root cause analysis to component level of customer returns and liaise with R&D, vendors and manufacturing on corrective actions.


• Work with R&D on product hardware and firmware development testing.


• Support the Quality team when interfacing with vendors and/or end users.


• With the ‘Global Technical Support Manager’ highlight design issues and urgency to the product management team so they can be scheduled by PMO.


• Be an ambassador and brand champion throughout the organisation; be passionate, creative and committed to achieving sales success.


• Be a collaborative team member; communicate and listen effectively in the global technical support team, global marketing/commercial team, brand team, local countries and project teams.


• Manage projects and meetings effectively, using authority and influence appropriately and building relationships with stakeholders


• Identify and generate documentation in the form of ‘knowledgebase’ documents and ’Technical Notifications


• Generate technical content and maintain product user documentation.


• Work with the documentation team to ensure that all product documentation conforms to accepted standards.

Travel Requirements

• Regular travel; European and International; examples include (but are not limited to): Conferences, Exhibitions, Customers site visits


• Travel will likely include overnight stays and attending meetings out of hours.

Qualifications & Experience Requirements:

• Degree/HNC in Electrical Engineering and/or an equivalent combination of education and technical/ professional or proven experience.


• Extensive product, application knowledge


• Ability to deal with numerous tasks of changing priority


• Financial and controlling skills


• Strong interpersonal skills with the ability to build productive relationships at all levels.

Nidec Drives: What we do?

We take care of the world’s motion. We provide AC, DC, and Servo drive solutions for everything from heavy industry to theatre production, end-to-end production lines, and everything in between.

Our precision-engineered drives are designed to optimise performance and productivity, creating essential motion for a more efficient future. As part of Nidec, the world’s largest electric motor company, we make the world spin smarter and faster.

As a global business, operating for over 50 years, we have grown into a thriving business, now operating in over 30 countries. We pride ourselves on our people and we look for those who are continuously striving for excellence with the ambition to achieve success.