Service Support Engineer

Hanley Energy; Leinster; On-site; EUR 45,000 - 65,000; Full time

Job summary

Hanley Energy is seeking a Service Support Engineer to join its Service & Maintenance team, providing technical support, maintenance strategy, and lifecycle management of UPS products across EMEA and APAC. Strong electrical background and customer-ready documentation are essential.

The role focuses on coordinating corrective and preventative maintenance, ensuring safety, SLA compliance, and effective collaboration with customers, field engineers, OEMs, and internal teams to drive reliability and

Qualifications

• Electrical/Electronic Qualification or related Engineering field.
• Experience supporting and maintaining UPS systems within critical power environments is preferred.
• Strong understanding of data centre infrastructure systems.
• Must be proficient in Microsoft Office Applications.

Responsibilities

• Act as the single point of contact for all service-related issues and escalations for assigned product lines.
• High technical knowledge of Hanley Energy products, ability to understand electrical drawings, produce high-level technical procedures and supporting documentation to demanding customers.
• Collaborate with cross-functional teams and various stakeholders (internal and external), including critical power team, engineering, design, logistics, projects, procurement and sales.
• Responsible for monitoring and resolving critical power customer issues, in fastest resolution time, and updating internal Hanley Energy Service system.
• Ensure UPS service reports and technical updates are clear, accurate, and issued on time.
• Ensure compliance with Service Level Agreements (SLAs).
• Attending Customer Business Reviews meetings (every 6 months) and compile supporting product history data to demonstrate adherence to strict SLAs.
• Work with relevant technical teams to resolve complex critical power issues.
• Lead regular UPS issue reviews with customers and internal teams, confirming progress and next steps.
• Develop a progressive electrical maintenance plan that ensures service & maintenance contract goals meet or exceed required targets.
• Plan and schedule UPS corrective and preventative maintenance works, ensuring engineers, parts, tools, safety requirements, and procedures are in place.
• Coordinate UPS maintenance delivery with regional partners across EMEA and APAC while building strong relationships with the partners
• Ensure regional partners provide clear, high-quality UPS service documentation after maintenance works.
• Liaise with regional partners and Hanley Energy Technical Trainer to identify gaps in technical expertise and arrange appropriate training.
• Develop the weekly maintenance schedule in collaboration with Operations, ensuring resource availability, customer requirements, and contractual obligations are fully aligned while driving timely completion of works.
• Manage scheduled UPS work orders from opening through to closure.
• Develops a long and short range work plan.
• Analyse deviations and issues reported by client or Hanley Energy engineers, identify root causes, and propose corrective actions to minimise recurrence and update maintenance plans where required.
• Support UPS failure investigations and corrective actions to prevent repeat issues.
• Coordinate with Supply Chain to ensure UPS parts, BOM items, and tools are available before works begin.
• Prioritise safety and equipment integrity when planning UPS maintenance activities.
• Update UPS maintenance guidance based on engineer feedback, parts availability, and service findings.
• Prepare RAMS and technical documentation for all UPS service activities.
• Compliance with all company policies and procedures including but not limited to safety, confidentiality and environmental policies.
• Monitor UPS on-call cover and elevate any gaps to maintain 24/7 service support.

Skills

Customer Focused

Team player

Time management

Analytical skills

Problem solving

Work under pressure

Lead calls

Education

Electrical/Electronic Qualification

Tools

MS Office

Job description

Hanley Energy is a globally recognised award-winning innovator in energy management, critical power and data centre control solutions for a diverse range of business sectors.

Headquartered in Stamullen, Co. Meath Hanley Energy also have additional facilities in Kingscourt, Co. Cavan, Monaghan, Co. Monaghan and Dundalk, Co. Louth. With offices in the US, Sweden, Australia, South Africa and Germany, we have a wealth of experience and expertise in supplying, designing, installing and supporting energy monitoring and management systems, critical power and data centre control solutions for a range of Irish and international clients in a variety of business sectors.

Hanley Energy is currently seeking a Service Support Engineer to join our Service & Maintenance team.

The Service Support Engineer will be responsible for the technical support, maintenance strategy, and lifecycle management of assigned product lines across Hanley Energy's customer base throughout EMEA and APAC. The role requires a strong technical background in critical power infrastructure, with a particular focus on equipment reliability, fault diagnosis, preventative maintenance, and service delivery excellence.

The successful candidate will be responsible for planning, coordinating, and overseeing all corrective and preventative maintenance activities for their assigned products, ensuring maintenance programmes are delivered safely, efficiently, and in line with customer and contractual requirements. They will work closely with customers, field service engineers, subcontractors, OEMs, and internal stakeholders to drive operational performance and continuous improvement.

The role requires a confident and proactive individual who can effectively drive actions to completion and hold stakeholders accountable for agreed commitments and deliverables. This is a permanent position with progression opportunities at both local and international level.

Job Responsibilities

• Act as the single point of contact for all service-related issues and escalations for assigned product lines.
• High technical knowledge of Hanley Energy products, ability to understand electrical drawings, produce high-level technical procedures and supporting documentation to demanding customers.
• Collaborate with cross-functional teams and various stakeholders (internal and external), including critical power team, engineering, design, logistics, projects, procurement and sales.
• Responsible for monitoring and resolving critical power customer issues, in fastest resolution time, and updating internal Hanley Energy Service system.
• Ensure UPS service reports and technical updates are clear, accurate, and issued on time.
• Ensure compliance with Service Level Agreements (SLAs).
• Attending Customer Business Reviews meetings (every 6 months) and compile supporting product history data to demonstrate adherence to strict SLAs.
• Work with relevant technical teams to resolve complex critical power issues.
• Lead regular UPS issue reviews with customers and internal teams, confirming progress and next steps.
• Develop a progressive electrical maintenance plan that ensures service & maintenance contract goals meet or exceed required targets.
• Plan and schedule UPS corrective and preventative maintenance works, ensuring engineers, parts, tools, safety requirements, and procedures are in place.
• Coordinate UPS maintenance delivery with regional partners across EMEA and APAC while building strong relationships with the partners
• Ensure regional partners provide clear, high-quality UPS service documentation after maintenance works.
• Liaise with regional partners and Hanley Energy Technical Trainer to identify gaps in technical expertise and arrange appropriate training.
• Develop the weekly maintenance schedule in collaboration with Operations, ensuring resource availability, customer requirements, and contractual obligations are fully aligned while driving timely completion of works.
• Manage scheduled UPS work orders from opening through to closure.
• Develops a long and short range work plan.
• Analyse deviations and issues reported by client or Hanley Energy engineers, identify root causes, and propose corrective actions to minimise recurrence and update maintenance plans where required.
• Support UPS failure investigations and corrective actions to prevent repeat issues.
• Coordinate with Supply Chain to ensure UPS parts, BOM items, and tools are available before works begin.
• Prioritise safety and equipment integrity when planning UPS maintenance activities.
• Update UPS maintenance guidance based on engineer feedback, parts availability, and service findings.
• Prepare RAMS and technical documentation for all UPS service activities.
• Compliance with all company policies and procedures including but not limited to safety, confidentiality and environmental policies.
• Monitor UPS on-call cover and elevate any gaps to maintain 24/7 service support.

Education and Experience

• Electrical/Electronic Qualification or related Engineering field.
• Experience supporting and maintaining UPS systems within critical power environments is preferred.
• Proven track record of delivering data driven solutions with a customer-first mindset.
• Thorough understanding of work management and scheduling business processes.
• Excellent problem-solving skills.
• A complete understanding of maintenance processes for electrical equipment and data centre industry.
• Support effective decision-making relating to critical power and data centre infrastructure systems.
• Must be proficient in Microsoft Office Applications.
• Strong understanding of condition monitoring and electrical inspection data, with the ability to interpret results and develop corrective actions to minimise failures and improve reliability.
• Provide remote technical support to field engineers and customers.
• Excellent knowledge of Health and Safety Environmental considerations.
• Strong commitment to safe working practices

Skills

• Customer Focused.
• Work as part of a team.
• Excellent organizational and time management skills.
• Ability to analyse future service requirements and proactively identify potential issues, risks, and blockers before they impact delivery.
• Sharp analytical and problem-solving skills.
• Able to work under pressure in a fast passed office environment.
• Ability to lead internal and customer-facing calls, driving clear actions, ownership, and follow-up.

Requirements:

• Full valid Irish work permit is essential.