Product Support Engineer

Department:

Engineering

Job Title:

Product Support Engineer

( £40,000 - £45,000 DOE)

Reporting to:

Product Support Manager

Working Hours:

39 hours per week Monday – Friday, your hours of work will be starting no earlier than 7.30am and no later than 8.30am each day with a 30 minute unpaid lunch break each day.

Monday to Thursday you will work an 8 hour day (excluding lunch) and Fridays you will work a 7 hour day (excluding lunch).

You will be expected on occasion to work later in the evening or weekends as business needs require.

Role Summary

As a Product Support Engineer, you’ll play a vital role in ensuring customer satisfaction and product reliability after delivery. Acting as a link between design, production, and customers, you will diagnose and resolve technical issues, manage warranty and repair cases, and contribute to ongoing product improvements.

This is an ideal role for someone with a strong engineering background who enjoys hands-on problem-solving and customer interaction. You’ll use your technical expertise to provide effective solutions, improve product performance, and support continuous feedback into the design process.

Key Objectives

• Deliver prompt and professional aftersales support to customers.
• Manage technical cases, including diagnosis, documentation, and resolution.
• Provide feedback to design and production teams to drive product improvement.
• Ensure customer confidence through clear communication and reliable engineering support.

Engineering & Continuous Improvement

• Support design teams with field feedback and data from warranty or service cases

• Recommend design or process improvements to prevent repeat issues.

• Contribute to the development of updated drawings, procedures, and product documentation.

• Participate in cross-functional meetings to enhance reliability and serviceability of products.

• Communicate with suppliers to give support and update contracts as required.

• Produce technical drawings when required.

• Create work instructions and Safe systems of work for carrying works.

• Keeping up to date with current approvals and regulations.

Aftersales & Customer Support

• Provide technical assistance to customers via phone, email, and on-site visits.

• Diagnose and troubleshoot mechanical and electrical faults; create detailed reports and corrective actions.

• Manage warranty and repair cases from initial report through to resolution, ensuring full traceability

• Produce technical drawings and repair instructions using CAD (SolidWorks or equivalent).

• Coordinate required parts, materials, and bills of materials using the company’s MRP system.

• Liaise with stores, production, and service partners to plan and execute repair work efficiently.

• Travel occasionally to customer sites for inspections, installations, or fault diagnosis.

• Maintain accurate records of service activity and customer communications.

Required Skills & Experience

• Engineering qualification (Mechanical, Automotive, or Electrical discipline).

• Background in commercial vehicle, trailer, or body manufacturing preferred.

• Proven experience in aftersales, technical support, or field service roles would be beneficial

• Strong mechanical and/or electrical troubleshooting ability.

• Competent user of CAD software (SolidWorks or similar).

• Excellent communication and customer relationship skills

• Highly organised, methodical, and capable of managing multiple cases

• Valid UK driving licence and willingness to travel as required.

• Additional training and development available where required.

Personal Attributes

• Self-motivated with strong problem-solving skills.

• Customer-focused with a professional and approachable manner.

• Attention to detail and accuracy in documentation.

• Collaborative, adaptable, and proactive.

• Calm under pressure and able to meet tight deadlines.

Employee Benefits

• 39-hour week with flexible start and finish times.

• Early finish Fridays.

• 25 days holiday plus bank holidays (pro rata for service).

• Holiday purchase scheme (available annually).

• Enhanced parental leave.

• Death in service benefit.

• Employee Assistance Programme.

• Subsidised on-site canteen.

• Free on-site parking with EV charging points (charged at 0.19p/kwh)

• Free birthday breakfast, fruit, and cake on Fridays

• Christmas shutdown.