Overview:

The Senior Service & Support Engineer plays a key role in delivering high-quality technical support for AIR’s automation solutions. Sitting between the Support Engineer and Support Lead Engineer roles, this position combines strong technical capability with enhanced ownership of service processes, mentoring responsibilities, and cross-functional collaboration.

The ideal candidate will demonstrate deep technical expertise, strong problem-solving skills, and the ability to drive improvements across support operations while working closely with internal SMEs and engineering teams.

Key Responsibilities:

Service Operations & Process Ownership

• Support the refinement of service and support processes, identifying operational gaps and recommending improvements.
• Assist in coordinating support resources and activities to meet service demand.
• Contribute to the development and implementation of Support Service Agreements (SSA).
• Proactively identify opportunities for post-sales business growth (spare parts, upgrades, reworks, training).

Advanced Technical Support

• Provide senior-level troubleshooting across software, electrical, and mechanical systems.
• Act as an escalation point for Support Engineers, assisting with complex or recurring issues.
• Perform detailed root-cause analysis and propose long-term corrective actions.
• Utilise advanced diagnostic tools and methods to resolve issues efficiently.

Customer & Internal Stakeholder Interaction

• Engage directly with customers to resolve technical issues and provide clear communication of findings.
• Translate complex concepts into accessible explanations for non-technical stakeholders.
• Contribute to high levels of customer satisfaction by ensuring timely and effective resolution of issues.

Collaboration & Mentoring

• Work closely with internal SMEs (software, electrical, mechanical) to address escalated issues.
• Share knowledge, best practices, and lessons learned within the support team.
• Mentor junior engineers and technicians to build support capability.

Documentation & Improvement Initiatives

• Develop and maintain technical documentation including troubleshooting guides, SOPs, and internal knowledge base entries.
• Identify and implement continuous improvement initiatives across service tools, processes, and customer workflows.
• Keep current with industry trends and emerging technologies.

Qualifications & Experience:

· L6 Craft qualification in Electrical/Mechanical or bachelor's degree in Electrical Engineering, Mechanical Engineering, Computer Science, or related field.

· Significant experience in technical support roles with exposure to automation systems.

· Strong cross-disciplinary understanding of software, electrical, and mechanical systems.

· Experience supporting team members or leading small workstreams is an advantage.

Key Skills & Attributes

• Excellent troubleshooting and analytical skills.
• Strong interpersonal and communication abilities.
• Ability to work independently and collaboratively across functions.
• Customer-focused mindset with high standards of service delivery.
• Proactive, organised, and improvement oriented.

What we offer:

In AIR, we offer a comprehensive benefits package to support our employees' well-being and professional development, including company bonus, pension plan, training support, and various wellness initiatives.