Job Description

We are looking for a Technical Support Engineer, as a brand-new addition to our growing Service & Automation Team. You will have proven experience as an engineer working with specialist machinery, alongside an ability to prepare technical documentation and be responsible for customer contact and triage. This role could suit an experienced Commissioning Engineer, with a desire to use their skillset in a more office-based and customer centric environment. Similarly, you might be a Service Manager looking for an opportunity to turn your expertise triaging and diagnosing complex technical issues, without the requirement to directly manage a team of your own.



This role will bring together the key aspects of Technical Support at Fords; you will be the first point of contact for our clients, triaging technical issues, and providing remote support, whilst also being our subject matter expert, developing technical documentation, and delivering training internally and externally,

Key Responsibilities

Technical Support

Be the first point of contact for clients experiencing technical issues. Provide remote support to customers and field engineers for mechanical, electrical and control systems. Provide first line fault diagnostics using PLC remote connections. Diagnose faults and recommend corrective actions for special-purpose machinery. Handle diverse customer queries through multiple channels including phone calls, emails, portal requests, and live chats. Diagnose and resolve technical issues while keeping customers informed throughout the process. Manage cases end-to-end from initial logging through to resolution, including escalations when necessary. Provide technical support on site to service engineers, when required. Provide customer relationship management during installation, maintenance and breakdowns.

Documentation & Reporting

Create and maintain technical documentation, manuals, and service bulletins. Log and track support cases using CRM or ticketing systems. Monitor and report recurring issues to engineering for design improvements. Develop and maintain a Wiki page (or similar) for the purpose of supporting clients and triaging issues

Collaboration

Liaise with design, production, to resolve complex issues. Support product development with feedback from field performance. Provide technical and administrative support to the service co-ordination team.

Training & Knowledge Sharing

Prepare and deliver training sessions to internal teams and customers. Develop FAQs, troubleshooting guides, and knowledge base articles.

Person Specification

What you'll bring

Excellent communicator, both verbal and written Ability to remain calm under pressure Highly organised and make informed decisions Exceptional attention to detail Strong administrative skills and computer literacy Ability to work independently and ask part of a team

Essential Skills & Experience

Mechanical or Electrical Engineering Qualification and working experience Strong understanding of mechanical systems, electrical circuits, and control systems. Strong problem-solving skills, with the ability to diagnose complex technical issues Proficient in reading technical drawings and schematics. Familiarity with ERP and CRM systems. Ability to write and review clear, concise technical documentation and knowledge articles.

Desirable Skills & Experience

Previous experience in a support or service engineering role. Exposure to special-purpose machinery (e.g., packaging, robotics, CNC, or bespoke automation). Experience with PLCs, HMIs, and automation systems Previous experience writing and delivering training

Package

A competitive salary Discretionary bonus Office based, 37 hour working week (Monday to Thursday 8am - 4.30pm, Friday 8am - 1pm) Early Friday finish 25 days holiday + bank holidays Company life insurance x6 times Pension 5% Income protection after 3 years' service Access to Independent Financial Adviser * Office based - at our newly refurbished office in Kempston, Bedfordshire.