Product Support Engineer

Description:

Introduction

Saab UK is part of Scandinavia's largest defence company, bringing together the best of Swedish and British innovation. Saab offers world-leading solutions and services in defence, aviation, space, and civil security to keep people and society safe. Our UK presence has been growing at pace, meaning we can offer a wide range of opportunities for personal fulfilment and career growth. We currently employ over 500 people across eight sites in the UK, and our specialisations include software engineering, underwater robotics, radars, AI, and armed forces training.

As part of the global entity Saab AB, Saab UK combines the innovative spirit of a start-up with the resources and expertise of a larger corporation. Globally, Saab employs over 22,000 people, with operations on every continent. Our partnerships with UK customers and industry mean we are able to deliver innovative solutions to complex challenges, anticipating the threats of tomorrow. We invest 23% of our annual revenue into research and development, collaborating with a range of partners including industry and academia.

Saab is a company that offers our employees plenty of opportunities for growth and advancement. We embrace diversity and are committed to providing a workplace where individuals can thrive professionally, paving the way for future progression. We also recognise the need for a healthy work-life balance to ensure our staff have the chance to live a fulfilling life beyond the workplace.

Position overview:

An exciting opportunity to join Saab Seaeye's product support team, supporting a wide range of leading electric underwater robotic products including Saab Seaeye's new electric work class vehicle (eWROV) and new electric manipulator. The role is to complement the existing support team with a focus towards electrical, electronic and robotic systems.

Key accountabilities and responsibilities:

Provide front line technical support to Saab Seaeye's global customer base by e-mail, phone, remote connections, as well as in person offshore as and when required, with a focus on electrical manipulators and robotics
Develop a thorough understanding of our bespoke hardware and software robotics architecture to enable high quality customer support
Carry out hands on fault finding and repairs of electro-mechanical systems
Provide technical support to internal stakeholders such as the aftersales team
Share the emergency 24hour support line with other team members *
Input into the product development roadmaps for better serviceability and maintainability
Input into the development of product support systems and tools
Work with the training team to feedback support issues to update training material, manuals and knowledge base
Assist with training of customers and staff to ensure a high level of knowledge is gained with regards to all Saab Seaeye products
Liaise with sales departments on key issues affecting customer relationships
Personally manage critical issues that arise which will have significant impact on customer relations
Travel internationally to customer premises & offshore locations potentially at short notice to provide technical support**

General accountabilities and responsibilities:

To use personal judgement and initiative to develop effective and constructive solutions to challenges and obstacles in day to day activities and procedures within the specified role.
To maintain personal ability in, and appropriate use of, all relevant IT (Information and Technology) and other systems required to adequately perform the role.
To act ethically, with integrity and in the best interest of the business at all times
To maintain a professional and supportive relationship with team members and other departments in order to deliver business objectives or deadlines.
To carry out any other duties as detailed by a member of the management team or authorized representative.
To keep good time management to minimise any wasted time and maximise productivity and effectiveness.

Health & Safety responsibilities:

To ensure that the working area is a clean and safe environment in compliance with the 6S best practice and health and safety policies.
To ensure any equipment used is safe, within electrical test date and all guards and interlocks are working and in place.
To act safely and responsibly in line with company processes and Health and Safety procedures to ensure your safety and the safety of others.
To report any potential Health and safety hazards or violations to your supervisor/ line manager or directly to the QHSE manager.
To ensure any PPE or work wear required or provided for the job is worn and checked regularly for wear, and then reported when replacements required.

Skills / Knowledge required

Experience of working with customers and customer support
A sound engineering background in electrical and electronics as well as software and computer systems
Electrical and mechanical practical skills
Digital electronics knowledge
knowledge of networking principles desirable (Ethernet and fibre optics)
Will be required to travel when necessary potentially at short notice including to remote offshore locations (offshore training will be provided if not already certified)

* To give an idea of the commitment, the 24hour emergency support line is for emergency use outside of normal business hours. Typically the line receives an average of 3-4 calls per week and monitoring of the phone is shared between a team of 4.

** Offsite support visits vary, but typically 6 trips per annum are estimated