Product Support Engineer - Cranes

I and M Consulting
08 Apr 2018
20 Apr 2018
Contract Type
Full Time
Product Support Engineer, Mobile & Crawler Cranes

Reports to: Assistant Technical Manager, Mobile & Crawler Cranes


The role contributes to the success of the company by supporting the After-Sales and Sales teams to develop the business commercially and operationally in providing a sustained industry-leading after-sales support. To participate in supporting the company’s service engineers and customers with technical information and other resources. To ensure that all staff reporting directly are being continually developed professionally whilst ensuring outstanding customer service at all times and working within the Company’s key result areas; Business Performance, Customer Focus, People and Teamwork, Leadership.

To ensure compliance with the Company’s Health & Safety Policy, Environmental Policy and Quality system.

Key responsibilities and accountabilities, includes but not limited to:-

• Provide a sustained high level of technical support to the company’s engineers and customers.
• Manage specific jobs and projects as appropriate and take responsibility for their completion.
• To communicate all technical information to the right people at the right time.
• To identify and work with the Technical Management to ensure that engineers are properly resourced with the correct tooling for the tasks required of them and that these needs are identified and planned in advance.
• To participate in the management of warranty work, liaising with the factories and customers to achieve the best outcomes for all parties.
• To brief and deploy engineers as required, ensuring that optimum competencies and resources are applied to each job and project.
• Participate in the planning of training of engineers.
• Undertake to participate in a rota-based out-of-hours call-out system.
• To assist in the resolution of commercial conflicts with customers, researching the background of these and seeking out the best overall solutions within the scope of a resolution and taking account of the wider business context and relationshipes with those customers.
• To investigate or participate with others in the investigation of incidents, accidents or customer technical issues, and report on these cogently in a form that will stand up to to rigorous scrutiny.
• Undertake to attend meetings and exhibitions off-site and overseas. This will include time spent away from home overnight.
• Undertake training as required by the company from time to time, both at the workplace and off site, including overseas.
• Be prepared to travel both in the territories and further afield as may be requested from time to time.
• Perform and communicate internally and externally in a manner that builds on the strength of the Mobile and Crawler Crane After-Sales team.
• Undertake some or all of the duties of other personnel in the absence of the latter as may be required from time to time.
• Communicate and act in a manner that promotes a positive image of the company.
• Any other duty as required by management commensurate with the post.
Key words: Crane engineer, cranes, plant fitter, construction machinery, Technical support, Product support, after sales, service controller, service manager, workshop manager, workshop controller

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