Role Summary
Location: Newtown, Powys, UK
We have an exciting opportunity for an individual to join us at Nidec Drives as a Product Support Engineer
The successful candidate will work with the ‘Global Technical Support Manager’ to ensure Control Techniques provides the highest levels of proactive and reactive technical support to the ‘Control Techniques Drive Centre’ network, ‘Country Partners’, ‘Distributors’ and key end customers on the Control Techniques product range.
Support will be provided via Support Suite, telephone, email, Microsoft Teams, and customer site visits.
Escalation points will be provided for critical issues.
This role will work with R&D on product hardware and firmware development testing and the documentation team to generate and maintain user documentation and other supporting documentation.
This position reports to the Global Technical Support Manager and is situated within the R&D Department at Nidec Drives headquarters in Newtown.
Some of the main responsibilities and duties of this role are:
Customer Support:
- Provide reactive and proactive technical support to the ‘Control Techniques Drive Centre’ network, ‘Country Partners’, ‘Distributors’ and key end customers.
- Investigation and root cause analysis to component level on the Control Techniques product range
- Manage customer issues within an agreed timescale and follow up as appropriate.
Documentation:
- Identify and generate documentation in the form of ‘knowledgebase’ documents and ’Technical Notifications’
General:
- Work with R&D on product hardware and firmware development testing
Health & Safety:
- Work with the team to ensure the ‘Technical Support’ office and Labs are a safe environment and fellow Engineers are fully aware of the responsibilities of safe working.
Travel Requirements
- Regular travel (European and International) for conferences, exhibitions, and customer visits
Required Qualifications and Experience:
- Degree/HNC in Electrical Engineering
- Accreditation with ‘The Institute of Engineering and Technology or an equivalent qualification/experience.
- Excellent communication skills are crucial as giving advice, must be clear and precise
- Extensive product, and application knowledge
- Strong interpersonal skills with the ability to build productive relationships at all levels
- Strong time management skills
- Ability to operate independently
Further details of this role will be discussed at later stages in the recruitment process.
