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/production activities 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