Thermal Technical Support Engineer

Position Summary/Objectives of Incumbent:

The purpose of this position is to provide sales and service departments with the necessary technical support in the form of application assistance product documentation over the phone support & classroom training.

Key Responsibilities:

• Work with the Technical Support Manager to ensure training programs are developed and updated to satisfy the present & future needs of the Sales & Service teams.

• Provide assistance with major projects with the emphasis on training to improve planning and preparation productivity and delivery of professional service to customer.

• Review common technical field issues and carry out investigation and analysis for follow up where required with the factory engineering or provide amendments to field procedures to correct problems.

• Assist field service personnel in situations of technical difficulty and liaise with Technical Support Manager or factory as required.

• Assist in developing training material and carry out training courses for field service engineers partner engineers and customers on our range of Thermal management products and services.

• Non-Standards: Provide prompt costing for non-standard product quotation requests from sales. Ensure that subsequent customer order and NS specifications are in agreement before registration/engineering/productionactivities commence.

• Assist in the issue of sales/service technical bulletins in response to product issues and resulting from Engineering Change Notices.

• Ensure that environmental site product issues are registered and health and safety action is taken to investigate/resolve issues and continued monitoring occurs.

• Assist technical support group to develop common procedures for installation commissioning and servicing.

• Develop and maintain a service database of common faults and technical documentation.

• Assist Service Director & Technical Support Manager to develop improvements in spares stocking via managing Thermal Spare inventory for ANZ.

• Assist to develop and maintain New Product Specification guidelines and ensure all serviceability issues are addressed and validated before product release.

• Work closely with factory Quality Control Managers and ensure all quality issues and CARs are processed.

• Execute Thermal Quality Audits as necessary across ANZ.

OHS Environment & Quality:

• Comply with all OH&S Environment and Quality obligations

• Actively promote safety in the workplace

Employees reporting to Incumbent

Nil

Main contacts within Company

Service Sales Product & Solutions Marketing Procurement teams

Main contacts outside the Company

Partners Consultants Customers

Education/Qualification:

• Bachelor of Electrical Engineering / Mechatronics / Electronics

Specialist Knowledge:

• Technically conversant in specialised / precision environmental control systems.

Practical Experience:

• Experience involving one or more of the following activities:

• Production Engineering

• Field performance evaluation

• System fault finding

Personal Characteristics:

• Excellent communication inter-personal and problem solving skills

• Learning agility

• Ability to work collaboratively in a team environment

• Ability to multitask and priorities workloads