Customer Support Engineer

Job description

· Company Profile

Schneider Electric is the global specialist in energy management. We hire individuals driven by a desire to impact the world. With a mission to make the most of our clients' energy, we can help solve the global energy dilemma by helping companies and individuals make more efficient use of the energy they already use. We are passionate about delivering real and innovative solutions in energy management and energy efficiency, making energy safe, reliable, efficient, productive and green.

Eurotherm by Schneider Electric is a global manufacturer of instrumentation, systems and services designed for the efficient operation of industrial processes. The company's 50 year international reputation as a provider of innovative solutions across a broad spectrum of vertical markets is complemented by a range of engineering support services, designed to improve the performance and effectiveness of customers' plant-wide assets.

· Purpose of Role

Responsible for providing technical support on Eurotherm's systems and solutions business for the UK & Ireland, Eurotherm's group companies and partners across the world.

Geographical areas of responsibility are:

End users - UK & Ireland, Groups Companies & Partners – rest of world.

The role may require travel within the UK and overseas including offshore

The successful candidate will be required to work a rota 24/7 shift pattern (typically 1 in 4).

· Key Responsibilities

Provide 24 hour technical support and breakdown coordination to Eurotherm's Service Contract customers via 1 in 4 weekly rota.

· Arrange Preventative Maintenance work for Service Contract customers.
· Maintain logistics support for Parts management business.
· Commissioning of systems and projects.
· Breakdown response were technical expertise or logistics require.
· On-site technical expertise support.
· Delivery of training courses to end users and Eurotherm personnel.
· Specification and delivery of small solutions and systems.
· 1st and 2nd level technical support of Eurotherm's system based products and the systems themselves.
· Liaise with R&D to provide solutions to complex technical problems.
· Support for field service engineers operating in the field both during working hours and outside working hours when on duty.
· Provide assistance to the workshop and service centre for the repair of computer system components and instrumentation Occasional off-shore (oil platform) or overseas work.
· Nominated non-support activities required by the Technical Support Manager.

· Knowledge and Skills

· Must be able to effectively communicate in the English language.
· Technical competence with excellent diagnostic and analytical skills.
· Ability to work calmly and logically in difficult conditions.
· Self motivated and good organizational skills
· Excellent verbal and written communication skills.
· Broad knowledge of industrial instrumentation.
· Computer hardware and architecture.
· Ethernet technologies (Switches, Bridges and Routers etc) and TCP/IP communication.
· Windows XP/Server internals, Client/servers architectures, domain architectures, virtual machine technology
· Database SQLServer or MSAccess programming/support experience.
· Programming or scripting language experience.
· Confident when talking on the telephone with customers, sales people, and other related business contacts.
· Ideally experience of DCS and process control systems.

· Minimum Formal Qualifications

HNC/HND with relevant Engineering experience