Product Support Engineer

At Nidec Drives our values and behaviours are the foundation for creating a great culture to support business success.

We are looking for exceptional people who turn ambitions into actions, and we believe everyone has the potential to succeed.

Nidec will offer a host of opportunities for growth, varied career paths, exciting challenges, and a culture of inclusion that celebrates diversity.

In addition, we will offer you a benefits package that aims to meet your individual needs.

Here’s some of what we offer:

• 25 days Annual Leave, increasing with service. (Plus, Public Holidays)
• Holiday sell back program.
• Pension Scheme, 5% matched.
• Additional day off for your birthday, once you have been with us for 1 year.
• EV and cycle-to-work schemes.
• Voucher programs, with a wide offer of discounts on everything from cinema and theatre tickets to goods and services.
• Life Insurance
• A funded volunteer day per year, encouraging you to support the communities and charities that matter to you.
• Employee assistance program

We have an exciting opportunity for an individual to join Nidec Drives as a Product Support Engineer.

This role will provide support with Control Techniques product range via Support Suite/telephone/e-mail/Teams /customer site visits and providing an escalation point for critical issues.

The Product Support Engineer will work with the ‘Global Technical Support Manager’ to ensure Control Techniques provide the highest levels of proactive and reactive technical support to the ‘Control Techniques Drive Centre’ network, ‘Country Partners’, ‘Distributors’ and key end customers.

• Product support for Drive Centres, Country partner, Distributors & key end users.

• Provide feedback on product issues or new requirements to the Product Management team.

• Generate all user product documentation and translations.

• Product testing with the design team.

• Field failure investigations.

• Manufacturing support.

• Manage the release of new product firmware to “early adopters”, Drive Centres and Manufacturing.

• Provide global training/training material to support the release of new products.

• Interface between manufacturing, Drive Centers and the design team.

The responsibilities of the Product Support Engineer consist of but are not limited to:

• Provide re-active and proactive technical support
• Manage customer issues within an agreed timescale and follow-up as appropriate.
• Ensure all issues are dealt with promptly and in a professional manner.
• Investigation and root cause analysis to component level of customer returns and liaise with R&D, vendors and manufacturing on corrective actions.
• Work with R&D on product hardware and firmware development testing.
• Support the Quality team when interfacing with vendors and/or end users.
• With the ‘Global Technical Support Manager’ highlight design issues and urgency to the product management team so they can be scheduled by PMO.
• Be an ambassador and brand champion throughout the organisation; be passionate, creative and committed to achieving sales success.
• Be a collaborative team member; communicate and listen effectively in the global technical support team, global marketing/commercial team, brand team, local countries and project teams.
• Manage projects and meetings effectively, using authority and influence appropriately and building relationships with stakeholders
• Identify and generate documentation in the form of ‘knowledgebase’ documents and ’Technical Notifications
• Generate technical content and maintain product user documentation.
• Work with the documentation team to ensure that all product documentation conforms to accepted standards.

• Regular travel;
  European and International; examples include (but are not limited to):
  Conferences, Exhibitions, Customers site visits
• Travel will likely include overnight stays and attending meetings out of hours.