Automation Support Engineer

The Company and the Role
Our client is seeking an Automation Technical Support Engineer to join their expanding Service and Automation team. This is a newly created position designed for an experienced engineer with a strong background in special-purpose or automated machinery, who also enjoys problem-solving and supporting customers.
The role would be ideal for a Commissioning or Service Engineer looking to move into a more office-based, customer-focused environment, or for someone currently in a technical support or supervisory role who wants to continue using their hands-on expertise without direct team management responsibilities.
As the key point of contact for customers, you’ll be responsible for diagnosing and resolving technical issues remotely, maintaining high levels of service, and developing technical documentation, training materials, and knowledge resources to support both internal teams and external clients.
Responsibilities

• Act as the first line of technical support for customers experiencing equipment issues
  
• Provide remote assistance for mechanical, electrical, and control system faults.
  
• Carry out initial fault diagnosis using remote PLC connections and other diagnostic tools.
  
• Recommend corrective actions for faults and breakdowns on bespoke automated machinery.
  
• Manage customer communications through various channels, including phone, email, and service portals.
  
• Handle cases from start to finish, ensuring timely resolution and customer satisfaction.
  
• Support field service engineers with troubleshooting and technical advice when required.
  
• Maintain customer relationships throughout installation, maintenance, and repair activities.
  
• Create and update service manuals, technical documents, and support materials.
  
• Log and track all technical cases within the company’s CRM or ticketing system.
  
• Identify and report recurring issues to the engineering team for future design improvements.
  
• Contribute to and manage a technical knowledge base or wiki to streamline future support efforts.
  Experience and Skills
  Qualification in Mechanical or Electrical Engineering (HNC, HND, or equivalent).
  Proven background working with automated machinery or complex mechanical/electrical systems.
  Strong analytical and problem-solving skills with a practical, hands-on mindset.
  Confident reading and interpreting technical drawings and electrical schematics.
  Familiar with ERP and CRM systems.
  Excellent written and verbal communication skills, with the ability to create clear, structured technical documentation.
  Desirable
  Previous experience in a technical support or service engineering position.
  Background in automation, robotics, packaging, or bespoke manufacturing machinery.
  Working knowledge of PLCs, HMIs, and control systems.
  Experience delivering technical training or customer demonstration
  Salary
  Salary will be discussed with your consultant during your call.
  We operate and advertise as an Employment Agency for permanent positions and as an Employment Business for contract/temporary roles