The purpose of this role is to drive Walker Filtration’s vision of being a competence centre for Industrial Filtration and Medical product ranges. The Technical Support Engineer does this through front line technical support for our customers and service engineers and recycling that knowledge and experience back into our products and product development process.
Reporting to the Lead Development Engineer, and working closely with the Filtration and Medical design teams, the position will require a level of self-management to ensure objectives are achieved. As well as first class “hands-on” frontline technical support, the Technical Support Engineer ensures thorough review of warranty claims, defines and leads the release of spare parts and kits. They play a critical role as the service function within the product development process, creating relevant documentation and training. The role covers all products within the portfolio delivered from our Washington manufacturing facility.
- Provide front line technical support for requests from customers and service engineers.
- Ensure any required corrective actions are implemented effectively and efficiently
- Review and approve warranty claims from the field in the Atlas Copco WANT system
- Continuously improve product quality by following up failures and complaints in the field, analysing warranty reports, failure reporting, and playing a key role in cross-functional quality meetings, such as the Technical Council Meeting (TCM) and Product Quality Meeting (PQM)
- Prepare technical bulletins to support any changes required to our products
- Work with design engineers to prevent repeat failures occurring and identify emerging trends
- Act as a conduit between the internal design teams, customers and service engineers to ensure optimum product maintenance, serviceability and cost of ownership
- Support the internal quality function in the 8D process, particularly in containment, corrective action and root cause analysis
- Provide and develop technical training for the introduction of new products with the focus on the service and troubleshooting.
- Provide accurate and up to date service information related to a product range; lead the production of troubleshooting guides, manuals, video instructions, training aids, etc.
- Lead spare part release for product brands and the Atlas Copco Service Centre (ASC) in Belgium. Release the master data for spare parts in the Advanced Service Definition Assistant (ASDA) database.
- Improve processes & documentation to reduce support burden.
- Manage all aftermarket documentation to ensure it stays up to date and fit for purpose.
Professional Requirements
- A relevant Engineering Degree would be preferred
- At least 3 years’ experience in a technical role within a manufacturing environment, or as a Service Engineer
Competencies
- Applicants must have a full UK driving licence.
- Positive attitude
- Able to work alone as well as part of a team.
- Challenges assumptions and offers fresh ideas for product or process improvement
- Competent user of Microsoft word, Excel & Outlook
- Proven report writing skills
- Able to extract key data from test results to report to colleagues and customers
- Identifies technical issues systematically and uses data to inform decisions
- Commercial awareness a benefit
- Organised and structured
- Produces high‑quality work with minimal errors, ensuring technical outputs, documentation, and data are precise and reliable
- Manages multiple tasks or projects within agreed timelines
- Demonstrates responsibility for assigned deliverables and outcomes
- Communicates technical information clearly to both technical and non‑technical audiences
- Produces thorough, professional documentation and presentations
Free on site Parking
Company Pension
Flexible working
Death in Service
Employee Assistance Programme including trained Mental Health First Aiders and on demand GP service
Employee Mortgages Services
Eye test vouchers and annual flu jab
Onsite gym for £4 per month
Cycle to Work Scheme
Will writing Service
Long service awards
Walker Thrive Benefit Platform that includes store discounts
Enhanced support for maternity and paternity leave
Christmas Savings Club
Opportunity for professional growth and development
This role requires you to work on-site at our office in Washington, Tyne and Wear UK. You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.
Talent Acquisition Team: [email protected]
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