Job Title: Product Support Engineer
Function: Service
Reporting to: Product Support Manager
Scope: Clarke Energy Ltd
Location: Clarke Energy Ltd Head Office in Knowsley with UK and some overseas travel required.
Job Purpose: To provide Product Support and technical expertise to the Service Department.
Majority of time spent: Providing technical support to the Service Department, attending sites, diagnosing, and analysing product issues and ensuring a full successful root cause analysis is completed, concluded by an accurate and well presented, accurate engineering report.
Responsibilities:
- Provide Product and Technical support to the Service Dept under the supervision of the Product Support Manager.
- Ensuring high levels of technical quality during any engineering investigations, utilising best engineering practice and root cause analysis techniques via data collection and analysis.
- Offer best practice support utilising service tools such as MyPlant, Salesforce, Power Bi, Jenbacher Dashboard etc
- Provide clear and concise technical engineering reports.
- Investigate and recommend best practice in Service for pro-active maintenance, providing feedback and recommendations to the Product Support Manager.
- Provide technical assistance until completion of all product warranty/concession cases as and when required.
- Analyse, execute & communicate Jenbacher fleet programs.
- Ascertain, compile and communicate the Service Department Service Bulletin library.
- As & when required, provide technical support to other internal functions.
Technical/Professional Knowledge and Skills:
- Engineering qualification(s) preferably mechanical bias
- Data analysis
- Report writing
- Project Management
- Innio Jenbacher product expert
- Advanced Excel and Microsoft Office skills
Personal attributes/skills:
- Good relationship management skills – able to build and maintain positive relationships
- Good communication skills – can convey messages in terms others understand
- Focused and resolute – Will always prioritise the company’s best interest
- Good organisational skills and good attention to detail
- Able to work to tight timescales
- Able to travel freely, sometimes in foreign territories at short notice
- Takes responsibility for own workload
- Results orientated.
Essential:
- Engineering qualification(s) preferably mechanical bias
- Knowledge of good engineering practice
- Minimum 5 years “in the field” Innio Jenbacher product knowledge
- Good analytical skills
- Knowledge of Health and Safety legislation and requirements
- Good standard IT Skills (Outlook, Excel, Word, Power BI, Power Point, Navision etc.)
- Good standard computer skills
- Root cause analysis knowledge and experience
- Good English verbal and writing skills
- Clean UK driving licence, category B
Desirable:
- BEng(hons) degree
- Experience in a similar role where problem solving and technical interpretation and report writing are required
- Minimum of 3 years in a similar role
- Good customer relationship experience