PRODUCT SUPPORT ENGINEER

PRODUCT SUPPORT ENGINEER REQUIRED Our client designs, installs, and maintains integrated end-to-end surveillance control systems for some of the UK’s most demanding security environments. HOME BASED ROLE  BUT COMMUTABLE TO NOTTINGHAM

They succeed where their knowledge, experience and deep technical expertise is most valued to customers, specifically public space and heritage buildings, transport, critical national infrastructure, finance, high security, and custodial markets. With high security systems experience, field proven products and expert support personnel in the UK & Ireland, our client offers its clients turnkey solutions for comprehensive protection and peace of mind.

ABOUT THE PRODUCT SUPPORT ENGINEER  ROLE

To provide product support and training in the form of technical advice and expertise to  customers, Field Engineers, and Sales/Operations staff and to be the principal liaison between the technology team and Field Engineers.

DUTIES & RESPONSIBILITIES OF THE PRODUCT SUPPORT ENGINEER

Project management of live customer trials, from initial customer liaison and specification confirmation through to installation, user training, regular review, and reporting.
Provide software/hardware solutions to staff utilising the company network and hardware.
Support of workshop technicians, including day-to-day tasks and activities.
Producing and analysing field data, providing recommendations for improvements.
Identify and feedback on performance of in-service equipment to allow continuous improvement of reliability.
Identify recurring faults and providing efficient solutions.
Regular operations and customer reviews of in-service equipment reliability.
Supplier products continually enhanced and improved.
Supporting the test and development of in-house and OEM equipment.
Responsible for resolution of customer technical queries and support issues.
Provide remote and on-site fault finding and fault resolution.
The maintenance of our cloud-based document support and managed release of software and firmware updates.
Achievement of technical support related targets.
Provide and deliver effective training, including structured sessions, presentations, and documentation, including one-on-one training to Engineers and Customers.SKILLS & PERSONAL QUALITIES OF the PRODUCT SUPPORT ENGINEER

Strong technical knowledge, encompassing CCTV installation, vehicle design, IT hardware, software, and vehicle electrical skills.
Working knowledge of Microsoft operating systems, including Office365.
Ability to fault-find and configure Microsoft operating systems.
Highly customer-focused to understand customer needs.
Excellent team working & people skills – colleagues & clients.
Good leadership skills – able to inspire, motivate, lead, challenge and support own team and wider teams.
Strong communication & presentation skills (especially listening skills) – to help diagnose customer problems and build relationships.
High standards of integrity and reliability – honest & trustworthy.
Innovative – high level of initiative.
Good planning and organisational skills.
Experience of technical author work (documentation/ instructions).
Ability to work calmly under pressure.
Ability to continually develop, change, adapt and grow.
Understanding of technology and able to summarise in simple language.
Willingness to undertake travel at short notice and often for extended periods.QUALIFICATIONS AND EXPERIENCE OF the PRODUCT SUPPORT ENGINEER

Relevant CCTV and electrical qualifications.
Sound IT knowledge.
Good standard of education (minimum GCSE grade C or above in Maths and English).
Ideally from a customer focused background with CCTV and IT skills .
Experience of automotive electrical installations.
Experience of providing 1st and 2nd line technical support to customers.
Knowledge of industry products.
Experience of IT networking, cloud computing, Wi-Fi and mobile data infrastructure.
Working knowledge of Timespace, Streamax, and HikVision range.

Forward Assist Recruitment is operating as an employment agency. Forward Assist Recruitment is an Equal Opportunities employer; we welcome applicants from all backgrounds