Technical Support Specialist monitoring customer networks and systems at Guide Star. Troubleshooting alerts and providing IT technical support to ensure business objectives are met.
About the role
- Technical Support Engineer providing expert engineering support to rail customers. Ensuring proper specification, installation, and product support throughout product lifecycle.
Responsibilities
- Provide technical support to rail customers, including troubleshooting, product guidance, and engineering recommendations
- Act as a technical point of contact for enquiries relating to product performance, application, compatibility, and standards compliance
- Support customers with installation, commissioning, testing, and product integration activities
- Diagnose and resolve technical issues through field visits, remote support, and collaboration with internal engineering teams
- Prepare and deliver technical documentation, including reports, manuals, instructions, FAQs, and training materials
- Work closely with engineering, quality, product management, and sales teams to ensure customer requirements are understood and technically feasible
- Support product trials, validations, and technical evaluations in line with rail industry requirements and standards
- Collect and analyze field data, failures, and customer feedback to drive product improvements and reliability initiatives
- Deliver technical training to customers, partners, and internal staff
- Attend industry meetings, events, and technical forums to represent the company and stay updated on market developments
Requirements
- Engineering qualification (Mechanical, Electrical, Electronics, or related discipline)
- Strong diagnostic and problem solving skills with a hands on, solutions focused approach
- Ability to interpret engineering drawings, technical specifications, and standards
- Excellent communication skills with the ability to explain complex technical issues clearly
- Project management skills, including planning, coordinating technical activities, managing timescales, and supporting customer projects through to completion
- Comfortable with UK-wide travel and occasional time on customer sites or workshops
- Self-motivated, organized, and able to work independently or as part of a team
Benefits
- Pension (up to 6% contribution from company with 3% contribution from employee)
- 27 days holiday
- 2x Life Assurance cover
- Health Cashplan
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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