Technical Customer Support And Repairs Technician

An opportunity has arisen for a Technical Customer Support & Repairs Technician to join a leading developer of high-performance embedded computing, RF and mission-critical electronic systems supplying customers across the aerospace, defence, security, communications and other highly regulated technology markets.

The organisation designs and manufactures advanced embedded computing platforms, rugged electronic hardware, signal processing solutions and high-performance computing technologies that support mission-critical applications including radar, electronic warfare, intelligence, surveillance, communications and secure computing. With an international customer base and a strong engineering heritage, the business is continuing to invest in its European support capability and customer service operations.

This is a customer-focused technical role responsible for providing first and second-line product support, coordinating the complete RMA lifecycle and carrying out hands-on diagnosis, testing and repair of advanced electronic products.

Working closely with customers and cross-functional engineering, manufacturing and quality teams, you will play a key role in improving repair turnaround, reducing unnecessary RMAs and ensuring an outstanding customer experience.

This role would suit an Electronics Technician, Repair Engineer, Test Technician, Technical Support Engineer or Customer Support Engineer who enjoys combining technical troubleshooting with customer interaction and project coordination within a high-technology engineering environment.

Main Responsibilities of the Technical Customer Support & Repairs Technician (Reading):

Provide first and second-line technical support to customers via telephone, email and remote support tools
Diagnose hardware and system-level issues relating to embedded computing, RF and electronic systems
Guide customers through product configuration, operation and troubleshooting activities
Manage the complete RMA process from initial enquiry through to product return and customer communication
Carry out hands-on fault finding, testing and repair of electronic assemblies and systems
Perform functional testing, acceptance testing and quality verification using industry-standard electronic test equipment including oscilloscopes, multimeters, logic analysers and spectrum analysers
Work from schematics, engineering drawings, manufacturing documentation and test procedures
Maintain accurate repair records, service reports and customer documentation
Liaise with engineering, manufacturing and quality teams to investigate product issues and implement corrective actions
Support root cause investigations and continuous improvement initiatives across repair and service activities
Develop and improve repair procedures, diagnostic processes and technical documentation
Provide customers with regular updates throughout technical investigations and repair activities
Occasionally support customer visits, field service activities and technical demonstrations where required

Requirements of the Technical Customer Support & Repairs Technician (Reading):

Previous experience within Electronics Repair, Test Engineering, Technical Support, Product Support, Field Service, Customer Support Engineering or a similar technical role
Strong understanding of analogue and digital electronic systems and component-level diagnostics
Experience fault finding and repairing electronic assemblies or embedded hardware
Ability to read electrical schematics, wiring diagrams and technical documentation
Hands-on experience using electronic test equipment including oscilloscopes, multimeters and signal generators
Excellent customer service, communication and stakeholder management skills
Experience managing multiple customer enquiries and technical issues simultaneously
Strong organisational skills with the ability to coordinate repairs, engineering support and customer expectations
High attention to detail with a structured approach to documentation and record keeping
Ability to work collaboratively across engineering, manufacturing, operations and quality teams

Experience with in one or more of the following technologies would be advantageous:

Embedded computing systems
RF and microwave technologies
Ruggedised electronic systems
PCB and PCBA assemblies
Single Board Computers (SBCs)
Avionics electronics
Defence electronics
High-performance computing platforms

Desirable:

Technical qualification in Electronics Engineering, Electrical Engineering or a related discipline
Experience supporting aerospace, defence, communications or industrial electronic products
Experience managing structured RMA processes and product returns
IPC soldering certification (IPC-A-610, J-STD-001 or equivalent)
Experience using ERP, CRM or service management platforms such as Oracle, Salesforce or JIRA
Knowledge of Lean Manufacturing, Six Sigma or continuous improvement methodologies
Experience working within regulated engineering environments including defence or aerospace

Working Pattern &…