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)