Responsible to: Global Customer Service/Service Manager.
Location: Byfleet, Surrey, UK.
Purpose
To test, diagnose and repair customers’ products in accordance with Gulmay’s test procedures and specifications. The role includes managing return merchandise authorisations (RMAs), installing and supporting systems, and providing customers with professional technical assistance.
Key responsibilities and accountabilities
Testing, fault diagnosis and repair
- Test, diagnose and repair customers’ products in accordance with internal procedures and specifications.
- Diagnose faults to component level across electrical, electronic and mechanical assemblies.
- Rebuild high-voltage tanks and chassis in accordance with the failure prevention and repair plan.
- Set up, test and install systems.
- Inspect completed repairs and ensure all associated paperwork is accurate and complete.
- Liaise with the Materials and Production teams to obtain the components required for repairs.
- Maintain and repair existing test equipment and support the design and manufacture of new test equipment.
- Perform soldering and practical mechanical repairs where required.
Customer and field service support
- Communicate directly with customers regarding service requirements and technical matters.
- Provide clear, professional updates throughout the repair process.
- Travel to customer sites to install, service and support Gulmay systems once appropriately trained and experienced.
- Represent Gulmay professionally when working with customers and other external contacts.
- Produce technical reports as required.
RMA administration and scheduling
- Use the RMA system to prioritise and schedule work and record accurate repair information.
- Raise RMA numbers and provide customers with the relevant information when requested.
- Maintain complete and accurate RMA records.
- Prepare monthly reports on RMA activity.
Quality and team support
- Help maintain the company’s ISO 9001 accreditation by following applicable quality procedures.
- Support other service and operational activities when required.
- Maintain safe, organised and compliant working practices at all times.
Person specification
Essential requirements
- Relevant experience in an electro-mechanical service, test or repair role.
- Proven fault-diagnosis skills, including the ability to diagnose faults to component level.
- Hands-on electrical, electronic and mechanical repair skills.
- Ability to test products by following technical procedures and specifications.
- A qualification in electronic engineering, electrical engineering or a similar discipline, or equivalent practical experience.
- Good computer skills, including familiarity with Microsoft Office applications.
- Strong verbal and written communication skills, with the confidence to work directly with customers.
- Willingness to travel to customer sites once appropriately trained.
- Ability to prioritise a varied workload and work effectively under pressure and to tight schedules.
- Good numerical skills, including the ability to analyse and interpret numerical data.
- A logical approach to decision-making and problem-solving.
- Excellent attention to detail and a commitment to completing accurate documentation.
- Self-motivated, adaptable and willing to learn.
- A positive, collaborative attitude and the ability to build effective working relationships.
Desirable requirements
- Experience of working in a high-voltage environment.
- Experience of high-voltage generators or similar engineered products.
- Practical soldering skills.
- Experience of system installation or field service work.
- Experience of RMA administration, scheduling and reporting.
- Experience of working within an ISO 9001 quality management system.