AgileGrid Solutions
Customer Support Engineer
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About The Company
Founded in 1988, Orion Electrotech Sales has established itself as a global leader in delivering innovative solutions within the defence and communications sectors. The company's success is rooted in its commitment to designing all products in-house, ensuring long-term reliability, exceptional quality control, and cutting-edge technological advancements. With decades of industry experience, Orion Electrotech Sales prides itself on its reputation for delivering high-performance systems that meet stringent standards and exceed customer expectations. Its extensive portfolio encompasses a wide range of communication and defence solutions, supported by a dedicated team of experts committed to maintaining the highest levels of innovation and customer satisfaction.
About The Role
The Customer Support Engineer at Orion Electrotech Sales plays a vital role in maintaining the company's reputation for excellent customer service and technical excellence. This customer-facing position involves providing comprehensive support to a diverse range of clients and projects across various locations. The role requires a proactive individual with strong communication skills, capable of managing technical operations and ensuring seamless delivery of services. The Customer Support Engineer will be responsible for supporting installation, commissioning, and maintenance activities related to downlink communication systems, ensuring that client operations run smoothly and efficiently. The position offers a dynamic work environment where technical expertise, customer relationship management, and project coordination are essential for success. Approximately 70% of the role involves site-based support, with the remaining time dedicated to office-based tasks and remote work, providing a balanced mix of field and desk responsibilities.
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Qualifications
The ideal candidate will possess proven experience in managing technical operations and customer-facing contracts, preferably within the communications or defence sectors. A strong background in downlink communication systems, field operations, and system maintenance is essential. Candidates should demonstrate excellent leadership and project management skills, with the ability to coordinate cross-functional teams and external contractors effectively. A deep understanding of installation, commissioning, and troubleshooting of communication systems is required. Strong communication skills are vital, with the ability to adapt technical explanations for audiences ranging from end-users to senior stakeholders. A customer-focused mindset, proactive approach to service delivery, and ability to build lasting relationships are also key attributes for this role. Relevant technical qualifications, certifications, and experience working in highly regulated environments will be advantageous.
Responsibilities
The Customer Support Engineer will be responsible for providing technical support and ensuring the successful delivery of communication solutions to clients. Key responsibilities include:
- Managing on-site installations
- Performing system commissioning
- Conducting preventative and corrective maintenance
- Troubleshooting technical issues
- Providing remote support
- Liaising with clients to understand their needs and deliver tailored solutions
The role involves coordinating with internal teams and external contractors to ensure project milestones are met and quality standards are maintained. Additionally, the role requires documenting technical procedures, creating reports, and maintaining detailed records of system configurations and service activities. The engineer must also stay updated on the latest technological developments and participate in training sessions to continually enhance their expertise. Ensuring customer satisfaction through timely, effective support and fostering strong client relationships are central to this position.
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Benefits
Orion Electrotech Sales offers a competitive package for the Customer Support Engineer role, including:
- A salary of up to £55,000 depending on experience
- A 3% to 6% annual bonus, reflecting individual and company performance
- A company pension scheme with 4% contributions from the employee and 6% from the employer
- Comprehensive life cover and death in service benefits
- Private healthcare to ensure access to quality medical services
- Competitive annual leave to allow for work-life balance
The role offers flexible working arrangements when not travelling, with approximately 70% of the role being site-based and the remaining 30% split between office work and remote support. When travelling, employees are provided with a company credit card to facilitate expenses, supporting efficient and hassle-free travel arrangements.
Equal Opportunity
Orion Electrotech Sales is committed to creating an inclusive environment where all employees are valued and respected. The company provides equal employment opportunities regardless of age, gender, ethnicity, disability, sexual orientation, religion, or any other characteristic protected by law. They believe that diversity and inclusion are fundamental to fostering innovation, creativity, and a positive workplace culture. Candidates from all backgrounds are encouraged to apply and join a team dedicated to excellence and integrity in the defence and communications industries.
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