Job Offer

Job Offer

Product Support Engineer
Saab Seaeye
Fareham, England, UK
N/A years experience
Posted: 24-09-2021

Company: Saab Seaeye
Skills: Electrical and Electronics
Experience: N/A years
Education: Electrical and Electronics education
Employment type: Full time
Location: Fareham, England, UK

An exciting opportunity to join Saab Seaeye’s product support team, supporting a wide range of leading electric underwater robotic products around the world. The role is to complement the existing support team with a focus towards networks, software and the development of modern technical support tools for internal and customer use.

Authorized Jobs in the next location(s): UK
Company details

We are proud to be world leader in the exciting world of underwater robotics. Join us as we advance the vital role underwater robotics play in supporting services essential to life in every part of our planet. Share our passion for innovation and excellence as we pioneer emerging technologies that take underwater robotics into a more sustainable future. Sophisticated and smart, yet rugged and robust, our robotics work on complex missions in the most hazardous environments on the planet. They are designed, engineered and supported to the highest standards by a committed and enthusiastic team of exceptional people. In our high-performance culture be inspired, work collaboratively, feel empowered and step up to an exciting future.
Requirements & Summary

An exciting opportunity to join Saab Seaeye’s product support team, supporting a wide range of leading electric underwater robotic products around the world. The role is to complement the existing support team with a focus towards networks, software and the development of modern technical support tools for internal and customer use.

Key accountabilities and responsibilities:
 Develop a full understanding of our bespoke iCON architecture which includes software protocols and networked infrastructure to provide front line technical support
 Develop a good understanding of all aspects of our products to provide front line technical support including electrical and power systems
 Provide technical support internally and to customers by phone, email and in person where necessary to Saab Seaeye’s customer base, including a 24hour emergency technical support line
 Input into the software and product development roadmaps for better serviceability and maintainability
 Research, develop and implement a range of modern digital technical support tools including:
 Remote support tools including augmented reality / VR based tools / remote desktop technologies
 Develop an expert knowledge base for technical support information and customer self-service portal in e.g Jira / Confluence or similar
 Analysis of ROV system data and collation / management of the data using bespoke tools and AI tools for warranty support and system reliability improvement
 Remote satellite telemetry for ROV data feedback
 Further develop the internal bug reporting and change management systems in line with technical support best practice
 Develop a system monitoring ‘World Map’ for systems in the field
 Work with the training team to feedback support issues to update training material and manuals
 Work with the training team to help develop on-line training and VR training tools
 Assist with training of customers and staff to ensure a high level of knowledge is gained with regards to all Saab Seaeye products
 Liaise with sales departments on key issues affecting customer relationships
 Personally manage critical issues that arise which will have significant impact on customer relations
 Travel internationally to customer premises & offshore locations potentially at short notice to provide technical support

Skills / Knowledge required
 Experience of working with customers and customer support
 In depth knowledge of software and computer systems
 In depth knowledge of networking principles (Ethernet and fibre optics)
 Working practice of digital fault finding of bespoke protocols
 Electrical and Electronics education
 Experience with managing / filtering / analysing big data
 Ability / willingness to travel when necessary at short notice including to remote offshore locations (offshore training will be provided if not already certified)
















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