Fleet Support Engineer

England, Dorset, Poole
£36000 - £38000 per annum + Company Benefits
30 May 2018
27 Jun 2018
Simon Grant
Location Type
Contract Type
Fleet Support Engineer
Location: Poole

The role…

To increase service sales volumes and margins by developing work packages and service support contracts for customers.

To develop and deliver World Class technical support function within a close and dynamic team environment

Main Duties

1.Respond to incoming technical and operational queries and problems. Take action to resolve the questions and problems raised by means of,
1.1Providing verbal or written explanation of solutions
1.2Obtaining further information as necessary to diagnose problems and provide solutions
1.3Where appropriate, discuss with and / or refer issues to the design department
1.4Arrange supply of replacement equipment or parts if required
1.5Arrange for service engineers to travel to vessels and installations to perform rectification work if necessary (both Poole based and overseas office based engineers)
1.6Where appropriate, promote sales of additional service work, parts, upgrades etc.
1.7Put together quotations for services including work specifications, pricing and commercial conditions
1.8Ensure that customers confirm that actions are complete

2.Manage warranty claims in accordance with the above and the warranty procedure.

3.Manage the administration of service calls / orders and ensure that:

3.1All jobs are properly logged onto computer system
3.2Action is delegated to appropriate engineer or department.
3.3Spare part requirements are assessed and procured.
3.4Engineers travel requirements (accommodation) are organised.
3.5All costs associated with service actions are compiled and invoices raised as appropriate.

4.Appraise service engineers reports and:

4.1Submit summary report of engineers' findings to customer.
4.2Arrange for any follow-up actions to be implemented.
4.3Identify any quality issues that may arise and pass information to the senior technical engineer for actioning.
4.4Identify any further business opportunities and action appropriately.

5.From time to time, compile summary reports detailing/analysing service department activities and field problems.

6.Support, assist, cover for and occasionally train other members of the fleet support department. Provide training for customers and personnel from overseas offices if requested.

7.Visit sites/vessels to undertake hands-on service work, Training and various service activities.

8.Provide emergency "out of hours" cover as required.

9.Undertake actions and responses in a timely manner. Act professionally and constructively to deliver a first class service.

10.Act to promote the company values.

11.Be familiar with the company strategy and targets and policies and act to promote and achieve them.

12.Proactively contribute towards improvement of customer service levels, efficiencies and the service business.

Development Responsibilities:

To develop and maintain a high level customer support. To develop close relationships with customers and shipowners promoting the company services and business. To develop Service / Sales opportunities and increase sales budget. To develop product improvements as part of the product lifecyle.


Lead and manage a wide range of activities including the raising of Purchase Orders, signing and managing service orders - contracts, issuing service bulletins, calculating, developing and issuing service invoices.

The person…

Skills and Competencies

General Skills:

1An excellent general mechanical and electrical Marine engineering background with excellent trouble shooting, analysis and problems solving skills.
2Excellent understanding P&ID and mechanical and electrical drawings.
3Qualifications as a time served Apprenticeship and a HND / HNC with a Marine Engineering background.
4Previous experience and product knowledge is required.
5Excellent communications skills verbal and written, self motivation and demonstrable high customer care standards.
6Ability and ability to work alone under own initiative under difficult conditions but to also be a good team player.
7Current driving valid driving licence and passport.
8A willingness to undertake occasional field service work both overseas work

Professional Skills:

1.Excellent IT skills including the use of a business ERP System.
2.Ability to manage various projects and jobs on a simulations basis, multitasking skills essential.
3.Proven ability to manage engineering projects on time and on budget. Ability to work to tight deadlines with good decision making ability
4.Excellent technical communication skills including technical reporting
5.Excellent customer liaison skills and strong commercial awareness

Management & Leadership Competencies:

1.Ability to manage a wide range of issues and types of work in a busy and dynamic work environment.
2.Ability to manage and liaise with customers, suppliers and internal departments to facilitate smooth delivery of customer support, afters ales service work, warranty resolution etc
3.Manage customers and grow the aftersales business.