Electrical Software Support Engineer - 1st Line

About the role

This is a first-line customer support role within Trimble's MEP Application Support Team, reporting to the Client Services Manager. The engineer supports customers and their applications (Prodesign, Protect, Singlecable and PowerNET), solving electrical design and calculation queries with a focus on emerging 3D applications. The role owns customer issues and queries, resolving them or escalating them in a timely way.

Key responsibilities

• Answer incoming support calls, emails and internal requests courteously and within defined timescales.
• Solve customer problems related to electrical design calculations using BS 7671 standards.
• Contribute to improving internal processes, documenting them and ensuring staff are trained and briefed.
• Record time spent on work and complete customer support tickets, including defects and bugs, in the CRM database.
• Liaise with internal and external support staff and developers to understand customer issues and help plan and manage solutions.
• Assist in resolving customer-reported defects and issues in line with company procedures.
• Identify bugs, find root causes, collect data, analyse issues and report them clearly.

Required profile

• Electrical design/support engineer experience of at least 12 months in a similar or support role.
• Degree education or relevant experience is essential.
• Collaborative experience managing multiple concurrent issues and liaising with other departments and stakeholders.
• Ability to explain complex electrical concepts to all levels of the organisation and external customers.

Required skills

• Good understanding of electrical British Standards and regulations (BS 7671).
• Revit and AutoCAD knowledge is a distinct advantage.
• Strong time management, organisational and interpersonal skills.

To apply, candidates submit an online application through the posting.