Job Title

Senior Technical Support Engineer

Job Function

Technical Support

Global Grade / Local Grade (if applicable)

5

Operation Unit

Product Company Eastbourne

Incumbent Name

Location

Eastbourne, UK

Manager’s Job title

Lead Technical Support Engineer or Technical Support Manager

Job Description Revision Date

Dec 2021

Organisation Chart (show your manager, your role, any other roles reporting into your manager and your direct reports)

Skills / Knowledge / Experience

• Electrical and Electronic Engineering degree or equivalent. HNC/HND may also qualify.
• Strong working knowledge in a similar role with exposure to a broad range of digital and analogue circuit types – small signal to power electronics. [minimum of five years’ experience in a similar role]
• Electronic engineering background, including knowledge of circuit diagrams and the ability to identify the function of various types of analogue and digital circuit components; some design experience would be highly advantageous.
• Be able to fault find down to component level and determine the root cause for failure/damage in the associated circuit. Be able to propose solutions to problems discovered including circuit design changes where required.
• Producing reports on the findings to feed back to customers or the technology team. Experience in producing 8D reports advantageous.
• Able to support key customers through:
  • Difficult investigations or problems.
  • Agreeing realistic and effective actions with customers.
  • Provide ongoing support to products with regards to component obsolescence and product compliance.
• Understanding of product compliance essential; ideally product safety, environmental legislation and NRTL approvals.
• Some experience in EMC related failure modes and solutions.
• Broad electronics knowledge including microcontrollers, embedded software, digital and analogue circuits, serial communications, power electronics, switch mode power supplies.
• Competent to work on high voltage single phase and 3-phase circuits.
• Ability to strengthen the technical support team by demonstrating strong leadership and guidance.
• Ability to delegate to others when required.

Scope of the job (give details of nature and scope of role)

• This is a ‘hands-on’ role supporting a broad range of production and customer issues.
• This role serves as a key point of contact for any technical issues involving Semicon and Industrial Vacuum E-Parts and requires somebody with a range of skillsets, including technical supervision and project lead. This may entail project leading key customer issues that could have a significant impact on the Edwards brand.
• The role requires a substantial level of technical and product knowledge, the ability to determine root cause and to communicate to all disciplines and seniority levels within the organisation.
• The job holder will be project leading the technical resolutions of critical customer escalations that each have a potential business impact of the order of up to $3M.
• The role is based in the Eastbourne Product Company, East Sussex, UK. There may be occasional need to travel to UK, European, Asian & US locations; e.g. to other Vacuum Technique sites, key suppliers and, possibly, customers.
• The Eastbourne Product Company serves all six Vacuum Technique Divisions: Scientific Vacuum, Industrial Vacuum, Semicon, Semicon Chamber, Semicon Service, Vacuum Technique Service.
• The role supports the revenue generated by the Semicon, Industrial Vacuum and Semicon Service Divisions.
• This also includes Semicon and Industrial Vacuum product ranges that generate a revenue of £19.3M for the Eastbourne Product Company.
• The role will have 0 direct reports.

Approved by