Support Engineer

Job title – Support Engineer About Cosmic Equipment UK:

Cosmic Equipment UK are a growing company in an exciting high technology area at the forefront of new developments powering the green revolution.

Cosmic Equipment UK are a dedicated, engineering-based organisation with the skills to meet the demanding needs of our expanding customer base of global device manufacturers around the world. At our base in the UK, we focus on developing solutions for testing challenging new technologies such as GaN and SiC as well as for the latest generation of MOSFETs, IGBTs, diodes, SCRs and bipolar devices.

We have a track record of investing in our people and work hard to ensure that all our staff are well informed, well trained and well motivated to be completely responsive to our customer needs.

Product development is core to our existence, and we have introduced a significant new product nearly every year since our origins in the early 1980s. Our Mostrak test system has been through constant cycles of renewal, whilst always retaining compatibility. We operate seamlessly between our Engineering, Manufacture and Test, Customer Support and Technical Sales groups. Our success also lies in investing in and working closely with our external manufacturing base to ensure we are as responsive and nimble as possible whilst drawing on the experience and production efficiency of our family of dedicated CEM partners and OEM manufacturers.

Above all, Cosmic Equipment UK is responsive.

Reporting within the Customer Support function, the Support Engineer will install, commission, maintain and support Cosmic Equipment UK products at our Guildford facility and at customer sites worldwide. The role provides technical support through online meetings, telephone and email, as well as practical fault finding, repair and product training.

The role works closely with customers and colleagues across Engineering, Manufacture and Test, Technical Sales and Customer Support to resolve technical issues, maintain accurate support documentation and communicate customer feedback that contributes to product and service improvement.

The position is based in Guildford and requires regular international travel, including travel to Europe, North America, North Africa and Asia, occasionally at short notice.

• Travel to customer sites worldwide to perform system installation, commissioning, set-to-work, repairs and planned or reactive maintenance
• Provide responsive technical support to customers through online meetings, telephone and email
• Diagnose faults and repair complex electronic circuits to component level, including through-hole and surface-mount devices, using circuit diagrams and schematics
• Use electronic test equipment, including oscilloscopes and digital voltmeters, safely and effectively during diagnostic and repair activities
• Investigate customer-reported issues, document findings and communicate clear recommendations or next steps
• Work with the Technical Author to maintain customer and support documentation, including manuals, guides, FAQs and troubleshooting notes
• Deliver product and system training to customers and colleagues
• Gather, record and communicate customer feedback to relevant internal teams to support product and service improvement
• Maintain accurate service, installation, repair and customer-support records
• Coordinate effectively with Engineering, Manufacture and Test, Technical Sales and other colleagues to resolve technical issues
• Follow applicable health and safety, quality, customer-site and company procedures when working in the UK and overseas
• Support continuous improvement activities relating to product reliability, serviceability, documentation and customer experience
• Undertake…