Technical Product Support Engineer

Why Sony Interactive Entertainment

Sony Interactive Entertainment isnt just the Best Place to Play its also the Best Place to Work. Sony Interactive Entertainment (SIE) is the company behind the Play Station brand. As a subsidiary of Sony Group Corporation were part of a proud legacy of innovation and excellence. SIE is a dynamic technology company delivering cutting-edge hardware and network services to more than 100 million people and an entertainment leader home to some of the most beloved and recognizable intellectual properties (IP) in the world.

Our role at SIE is to create and nurture the experiences under the Play Station brand a name synonymous with entertainment excellence and creativity.

Department overview:

IEE is the central support organisation for UK Europe Africa the Middle East and Australasia marketing Play Station products in 100 countries.

The Technical Services department is responsible for all returns and repair of Play Station products across all SIEE Territories. This includes the collection of defective products from consumers and retailers product screening and diagnosis the repair recovery or reuse of products received and where required the distribution of product back to consumers and retailers. The Technical Services department also manages all spare parts activities related to repair the production of refurbished stock and owns all relationships with Repair Centres Swap Centres and Logistics Providers.

What youll be doing:

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.

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.

This position is an office-based role at SIEEs head office which is located in Central London

Key Responsibilities

• 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

What we are looking for:

• 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 a good understanding of software installation/configuration and interpreting error logs for troubleshooting purposes

• Understanding and interpretation of hardware faults at circuit board level and diagnostics

• Possess a good understanding of electronics equipment & tools

• Have a technical mind-set and enjoy solving technical problems

• Has experience troubleshooting electronic products and electronic embedded systems

• Has a technical background in predominantly hardware but also software

• Has experience introducing new technical equipment into an established repair environment

• 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 confident driven and proactive with the ability to prioritise…