Service Support Engineer

Company Profile

Hanley Energy is an internationally acclaimed innovator in the fields of energy management, critical power, and data centre control solutions, serving various business sectors worldwide. With our headquarters based in Ireland and offices situated in the US, Sweden, Australia, and Germany, we possess an abundance of experience and proficiency in delivering, designing, setting up, and maintaining energy management and monitoring systems, data centre control solutions, and critical power to an array of clients in Ireland and globally, across various business sectors.

Company Benefits:

• Salary with excellent career development opportunities
• Company Healthcare Plan
• Company Pension Scheme
• Death in Service Life Insurance
• Employee Assistance Programme & Wellbeing Programme
• Academic assistance & Structured In-house training
• Hanley Energy Affinity Scheme
• Free parking at all locations
• Hybrid Work Model where applicable

Position Description

Hanley Energy are currently looking for a Service Product Support Engineer to join our team in the Service and Maintenance Department.  The Service Product Support Engineer will play a key role in supporting assigned products, with Hanley Energy customers.  They will have strong technical knowledge of equipment design and maintenance, with the ability to map out repair plans in a standard work format. This role will also consist of planning and execution of the maintenance program, for the assigned products. The role will require a strong personality; keeping people to the agreements that were set and agreed. This is a permanent position with progression opportunities at both local and international level.

Responsibilities will include:

• Maintain high technical knowledge of Hanley Energy products, including the ability to understand electrical drawings and produce technical documentation.
• Develop and update electrical maintenance plans that meet or exceed service contract targets.
• Serve as the primary point of contact for customer service issues and escalations for assigned products.
• Attend customer business reviews and other meetings to discuss open issues and update stakeholders on progress and resolution plans.
• Compile product history data and maintain accurate service reports to demonstrate adherence to strict SLAs.
• Schedule and manage both predictive/preventive and corrective maintenance work orders, securing necessary resources and adhering to safety guidelines.
• Liaise with Supply Chain to ensure availability of necessary components for maintenance tasks.
• Analyse deviations and issues, proposing corrective actions to optimize maintenance plans.
• Ensure compliance with all Hanley Energy policies, including safety and environmental guidelines.
• Conduct risk assessments and complete technical documentation for all tasks.
• Build strong relationships with regional and global partners, coordinating maintenance works across the EMEA/APAC regions.
•  Identify technical training needs and coordinate with the Product Owner to arrange necessary training for regional partners.
•  Keep the Hanley Energy ticketing database updated with customer issues and resolutions.
•  Develop short and long-range work plans and provide regular updates to customers and internal teams on progress.
•  Familiarity of on-call roster on a weekly basis, make Service/Commissioning Manager aware of any possible breaks in 24/7/365 cover and propose & implement solutions.
• Collaborate with the Quality Department to investigate failures and propose solutions to prevent recurrence.
• Validate weekly maintenance schedules with operations and manage the backlog of scheduled tasks.
• Update maintenance guidelines based on feedback from engineers and supply data.

Requirements:

• Electrical/Electronic Qualification or related Engineering field
• UPS, EPMS or Control Panel experience a real advantage.
• Proven track record of delivering data driven solutions with a customer-first mindset.
• Thorough understanding of work management and scheduling business processes
• Excellent problem solving skills.
• A Complete understanding of maintenance processes for electrical equipment and data centre industry.
• Effective support effective decision making in overall business management.
• Must be proficient in Microsoft Office Applications.
• Comprehensive understanding of condition monitoring information such electrical inspections. Interpret these results and form corrective action plans to minimize breakdowns and maximize value.
• Requires valid driver’s license.
• Excellent knowledge of Health and Safety Environmental considerations.  Strong commitment to safe working practices

Indeed: PRIO1