Product Support Engineer

Location: Belfast, United Kingdom

Thales people architect solutions that are relied upon to deliver operational advantage at every decisive moment throughout the mission. Defence and armed forces customers rely on us to deliver the full range of defensive systems for land, sea, and air. From early warning to threat neutralisation, our platforms cover all levels from very short-range systems to extended protection across the entire battle-space including Airspace Mobility Solutions, Vehicles and Tactical Systems, and Missile Defence, Optronics, and Radar.

Product Support Engineer

We currently have an opportunity based out of our Belfast site for a Product Support Engineer.

Our Product Support engineers are responsible for the delivery and provision of both Product and Technical support to our customers for in-service and fielded equipment.

As a Product Support Engineer, you will work with, and report into the programme Service Delivery and Programme Managers for all in-service product and technical issues. You will liaise directly with the Customer and End-User to diagnose and troubleshoot software and hardware problems and support our customers on the operation, maintenance, and support of key Thales supplied equipment.

You will also be responsible for the operation and management of a Customer Helpdesk, providing expert guidance on both operational and maintenance-related queries, maximising equipment operational status and providing front-line remote support to the end-user. This will also include the operation of Remote Assistance technology, such as the use of Thales Eye.

For more complex problems that require detailed investigation, you may work with other stakeholders including the wider Customer Support disciplines, Engineering SMEs, and Industry to provide an effective solution. You will then be responsible for ensuring the successful implementation of that solution. This may require visits to Customer sites.

To be qualified for this role, ideally you should have experience in Customer & Technical support, Engineering, or Technology discipline. If you're naturally a helper, enjoy assisting people with technical issues, and are able to explain technical details simply, we'd like to meet you.

Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

• Research and identify solutions to software and hardware issues.
• Technical familiarity with product design and implementation to aid with diagnostics and troubleshooting of technical issues.
• Management of a Technical Helpdesk, providing direct technical assistance to End-Users.
• Asking customers targeted questions to quickly understand the cause of the problem.
• Track system and equipment issues through to resolution, within agreed time limits.
• Assisting Customers through a series of actions, either via phone, email, chat, and remote assistance until the technical issue is resolved.
• Acting as the bridge between Field Service Engineers, End-Users, and the internal Engineering SMEs and functions to provide technical support and assistance with regards to equipment performance and failures.
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers, hardware engineers).
• Provide prompt and accurate feedback to customers.
• Ensure all issues are properly recorded.
• Prioritize and manage several open issues at one time.
• Prepare accurate and timely reports.
• Maintain good relationships with clients.

• Proven work experience as a Product Support Engineer, Technical Support Engineer, Help Desk Technician, Engineering or similar role.
• Hands-on experience and a good understanding of Thales equipment is desirable.
• Ability to diagnose and troubleshoot basic technical issues.
• Excellent problem-solving and communication skills.
• You should have experience in Customer & Technical support, Engineering or a Technology related discipline.
• Willingness to travel to Customer sites.

• Customer focussed.
• Excellent communication skills and an ability to work co-operatively with others.
• Ability to work as a team player.
• Flexible and adaptable to fast-paced changing environments.
• Self-motivated and proactive.

In line with Thales' Baseline Security requirements, candidates will be asked to provide evidence of identity, eligibility to work in the UK and employment and/or education history for up to three years. Some vacancies may require full Security Clearance which can require further evidence to be provided.

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working.

Thales UK is committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process.

Great journeys start here, apply now!