Senior Technical Support Engineer responsible for supporting Stryker’s Vocera solutions. Ensuring effective deployment, customer service, and issue resolution in a hybrid work environment.
About the role
- Technical Support Leader overseeing technical support for energy technologies, managing a team for engineering solutions. Focus on reliability and continuous improvement across electric propulsion systems in the UK.
Responsibilities
- Define strategic direction, goals, and priorities for the technical support team; translate strategy into clear objectives and plans.
- Organise team activity and balance workload distribution.
- Recruit, develop, and mentor engineers; identify skill gaps and implement development plans and certification paths.
- Build a customer-centric, safety-first culture with strong ownership, transparency, and continuous learning.
- Provide first-level engineering guidance to support the Fleet Manager in resolving customer issues across the installed base.
- Manage the 24/7 marine/industry duty rota and schedule to ensure robust coverage and rapid response.
Requirements
- BEng/MEng (or equivalent) in Electrical/Power/Electronic Engineering, Controls/Automation, or a related discipline; OR HNC/HND (or equivalent) with substantial relevant experience.
- Significant experience (typically 5+ years) in technical/customer support for industrial or energy technologies, including 2+ years leading teams, or 10+ years in account management, service engineering.
- Proven track record managing support operations with SLAs, escalations, and major incident response in 24/7 environments.
- Strong troubleshooting skills across electric propulsion, power electronics, drives/inverters, rotating machines or marine automation systems.
- Practical knowledge of ITIL processes; experience with ticketing/CRM tools (e.g., ServiceNow, Salesforce) and remote monitoring/diagnostics.
- Full UK driving licence and willingness to travel across the UK.
Benefits
- Hybrid working (home and UK office)
- 26 days of annual leave + UK bank holidays
- Generous employer pension contribution
- Private medical insurance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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