Technical Product Support Engineer
Posted Updated
Description
- As Technical Product Support Engineer you will be responsible for the ongoing support of our repair centre operations partners in Europe, Africa, Middle East and Australia
- You will provide technical and engineering support, manage the development and implementation of repair improvement initiatives, work with our HQ and wider team on the introduction of new models, new diagnostic tools and equipment, and will track and manage partner performance via a set of established quality and repair KPIs
- Provide continuous technical support to repair partners on all diagnostic tools, equipment & processes
- Cooperation with wider technical teams in solving technical and quality issues reported in the field
- Distribution & management of technical equipment (hardware and software) to repair partners, ensuring that this activity follows company security policy
- Provide technical guidance and support for new product introduction and launch
- Support implementation of new operational set up and maintenance of repair processes
- Review and distribute technical requirements to repair centres and ensure compliance
- Support users of internal bespoke applications and assist troubleshooting
- Provide training on new models, new equipment or techniques to our repair centres when required
- Drive process improvement initiatives with our repair partners and achieve KPI targets
- Work on repair centre efficiencies such as production flow, assembly (electrical/electronic & mechanical) and test (full system testing, analysis & fault finding)
- Prepare material for technical meetings and follow up on items
- Provide analytical ad hoc support where required
- You will have experience and/or qualifications in electronic engineering or manufacturing environments and will have hands on experience with electronic hardware products at component level
- You will also have ideally worked within a high-volume repair centre or electronic manufacturing environment
- Have a good understanding of software installation/configuration and interpreting error logs for troubleshooting purposes
- Be confident, driven and proactive with the ability to prioritise work & deliver to deadlines
- Be a fast an efficient computer user, with solid experience with MS Office
- Has a technical background in predominantly hardware but also software
- Possess the ability to manage the distribution of latest firmware releases to the repair centres and on occasion test functionality releases internally before rolling them out
- Be motivated to work under own initiative and as part of a team
- 2+ years of experience in an electronic engineering or manufacturing environment (or be a graduate with the necessary skills who is willing to learn on the job)
- Have an appreciation of data analysis and able to determine trends
- Have a technical mind-set and enjoy solving technical problems
- Be able to produce high-quality work with great attention to detail
- Be able to work in a fast and efficient manner
- Understanding and interpretation of hardware faults at circuit board level and diagnostics
- Has experience troubleshooting electronic products and electronic embedded systems
- Has experience introducing new technical equipment into an established repair environment
- Possess a good understanding of electronics equipment & tools
- Basic project management skills are desirable such as planning and monitoring progress
- Please note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks
- Good technical understanding and ability to learn the use of new tools quickly
- Experience in the consumer electronics sector
- Strong financial acumen
- Experience in using Confluence web based application
- Knowledge of an additional European language, or experience of working in a multi-lingual environment
- Experience in using Jira software application