Technical Support Engineer

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Technical Support Engineer (Code 0129)

Organizational subordination

Reports to the Technical Support Manager or Engineering Manager. Works closely with Engineering, Production, Project Management, Sales & Business Development and Quality Assurance teams.

Occupation

Technical Support Engineer (Code 0129)

Department

Engineering & Customer Support

This role supports Modcon Systems Ltd. international activity in process analyzers, analytical systems and industrial optimization solutions for demanding process-industry customers.

This Application & Sales Engineer position is listed under Code 0128 and focuses on supporting Modcon customers with process analyzer applications, technical sales and project development.

Interfaces

Internal Interfaces

• Engineering Department
• Production & Manufacturing
• Project Management
• Sales & Business Development
• Quality Assurance
• Procurement
• Logistics
• Senior Management

External Interfaces

• End Users
• EPC Contractors
• System Integrators
• Distributors and Service Partners
• Equipment Suppliers
• Certification Bodies (where applicable)
• Third-party Service Providers
• Customer Maintenance, Operations and Engineering Teams

Responsibilities

Laboratory & Factory Support

• Assemble, configure and test Modcon analyzers and analytical systems.
• Perform Factory Acceptance Tests (FAT) and prepare associated documentation.
• Calibrate, verify and troubleshoot analyzers before shipment.
• Support product validation, reliability testing and continuous product improvement.
• Maintain laboratory equipment, calibration standards and test records.

Field Service & International Support

• Install, commission and start up analyzers and complete analytical systems at customer sites worldwide.
• Carry out preventive maintenance, calibration and repair of installed equipment.
• Diagnose and resolve hardware, software and process-related issues both remotely and on-site.
• Provide emergency technical support when required.
• Prepare detailed service reports and technical recommendations following each visit.

Technical Support

• Respond to customer technical enquiries by telephone, email and remote connection.
• Support distributors and service partners with troubleshooting and technical guidance.
• Assist customers with analyser operation, maintenance and optimisation.
• Escalate complex technical issues to engineering where appropriate.

Training

• Deliver technical training to customers, distributors and service partners.
• Prepare user manuals, service procedures and technical documentation.
• Support internal technical training for sales and engineering teams.

Product Improvement

• Report recurring technical issues and recommend product improvements.
• Assist Engineering with validation of new products, firmware and software releases.
• Support the development of service procedures and maintenance documentation.

Quality & Compliance

• Ensure all work complies with company quality procedures and applicable international standards.
• Follow health, safety and hazardous area requirements during laboratory and field activities.
• Maintain accurate service records within the company CRM and service management systems.

Personal skills

• Strong analytical and diagnostic skills.
• Practical hands-on engineering ability.
• Customer-focused approach.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage priorities.
• Attention to detail and commitment to quality.
• Teamwork and collaboration.
• Flexibility and willingness to travel internationally.

Residence and hours

Preferred location: Cambridge, United Kingdom. Full-time position (40 hours per week). Regular work in the laboratory and production facility. Frequent international travel for customer support, commissioning, training and field service. Flexible working hours may be required to support customers in different time zones and emergency service requests.

When applying for this position, please quote Code 0128 so that your application can be identified and handled correctly.

Application form

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