Product Support Engineer

Job Description

Photocentric Ltd is a rapidly growing manufacturer based in Peterborough, Cambridgeshire and the USA. Three times Queens Award winners, we manufacture our own 3D printers and resins and export all over the world. We have embarked on someexciting business partnerships which are rapidly changed the direction of our business. We have an exciting opportunity to recruit a talented Product Support Engineer to join our 3D Printing Aftersales Support team to aid the business in its next phase of growth.This position would be ideal for candidates from the following background – Aftersales, General Technical Support, Technical Support Engineer, Customer Support Technician or Technical Helpdesk.The Product Support Engineer person will be a highly customer focused individual who acts as technical liaison between the aftermarket team and the engineering, quality, & manufacturing teams to proactively identify, define, and prioritise product issuesand to implement long term solutions. The successful candidate should have an engineering understanding with the confidence to work in a newly created service team and implement procedures and processes.Responsibilities of our Product Support Engineer include:

• Identifying service issues, initiating problem solving, documenting cost and customer impact information to establish priority for corrective action
• Supporting Aftersales
• Supporting installation, operation and maintenance of 3D printers and post-processing equipment to support sales and service teams
• Documenting service information related to technical fixes, service procedures and reports
• Supporting our international operations & services teams in various cross-functional projects
• Providing feedback on the performance of the current product portfolio to the engineering and product team to spur technical improvements
• Participating during reviews to ensure the serviceability of new components and products including the monitoring of new product performance
• Working with the marketing team to make product information and technical manuals available to customers and keep them up to date
• Supporting marketing and sales team on technical enquiries to ensure excellent customer service

Required Education, Skills and Qualifications of our Product Support Engineer:

• Product Problem Solving Process - Understands the process steps, and the expectations for each step, and can use process to solve a problem. Incorporates Fault Tree Analysis into the process. Has used on-the-job application of the Product Problem SolvingProcess to specific problems
• This position would be ideal for candidates from the following background – Aftersales, General Technical Support, Technical Support Engineer or Technical Helpdesk.
• Outstanding communication both written and verbal
• Field Investigation - Awareness of the basic processes and needs for a field investigation
• Technical aptitude with the ability to communicate technical details to a non-technical audience
• Technical Writing – Some experience in content/report writing such as revising instructions, producing detailed reports
• Willingness to learn new products and get excited about our technology
• Take ownership of customer issues and drives to resolution
• Self-motivated, strong work ethic, creative, customer centric personality
• Ideally degree or higher education in Engineering or a related technical field
• Genuine interest in 3D Printing

What we offer:

• A competitive salary
• Monday to Friday no shifts
• On the job training and development
• Minimum 24 days holiday entitlement
• Contributory pension scheme
• Electric vehicle and bike schemes with free vehicle charging
• Free access to on premises gym
• Fully expensed summer and Christmas events with great social culture
• Access to state of the art 3D Printing and prototyping facilities for personal projects

If you would like to join our growing team and feel that you have the necessary skills and experience to become our Product Support Engineer, please click ‘apply’ now! We would love to hear from you.