Applications Support Engineer Full Time

About AB Dynamics

AB Dynamics is one of the world’s leading specialists in automotive test systems, supplying a range of advanced solutions including driving robots, ADAS soft crash targets and driving simulators to all major vehicle manufacturers and Tier 1 suppliers globally. The company’s unique technology is used for many applications including the development of autonomous vehicles.

Role Overview

This role offers an exciting opportunity to work with leading automotive clients worldwide, providing support, training, and demonstrations on a wide range of our products to customers. Troubleshooting issues, resolving customer inquiries, and ensuring an excellent customer service is a must in this role, and a collaborative mentality and ability to work with engineering, technical, and sales team are key to your success.

The Applications Support team is responsible for providing technical support and assistance to customers who utilise our systems across our driving robot and Advanced Driver Assistance Systems (ADAS) target products. The products are used to test and validate the latest vehicle safety technologies, such as those designed to intervene automatically in the event of an impending collision.

Core Responsibilities

• Customer Support and issue resolution: Resolve customer inquiries and issues in a timely and efficient manner, whilst ensuring ABD business systems are kept up to date with the accurate information.
• Troubleshooting and problem-solving: Analyse and diagnose technical problems reported by customers related to track test systems. Utilise problem-solving methodologies and technical expertise to identify root causes and recommend effective solutions.
• Escalation management: Collaborate with internal teams, including engineering and development, to escalate and prioritise critical customer issues. Communicate progress, updates, and resolutions to customers in a clear and timely manner.
• Remote and on-site support: Support customers remotely by guiding them through troubleshooting procedures and providing step-by-step instructions. When necessary, visit customer sites to assess and resolve issues that cannot be handled remotely.
• Training and education: Conduct customer training sessions to enhance their understanding of robotic systems and maximise the utilisation of the products. Deliver technical workshops and presentations to address common customer questions and concerns.
• Documentation and knowledge base: Create and maintain documentation, including troubleshooting guides, FAQs, and knowledge base articles, to enhance the efficiency and effectiveness of customer support. Continuously update and expand the knowledge base to provide self-service options for customers.
• Product feedback and improvement: Gather and relay customer feedback and insights to internal teams for product enhancement and improvement. Collaborate with the product development team to share customer pain points, suggestions, and feature requests

What are we looking for?

Essential:

• HNC or higher, in a engineering field, preferably mechanical, electrical, or robotics, though prior experience and existing product knowledge will be taken into consideration.
• Strong technical aptitude and troubleshooting skills, with a solid understanding of robotic systems and their components.
• Knowledge of programming languages commonly used by AB Dynamics.
• Familiarity with sensors, actuators, control systems, and related technologies.
• Excellent problem-solving and analytical abilities to diagnose and resolve technical issues.
• Strong documentation and knowledge management skills to create and maintain support materials.
• Willingness to travel to customer sites for on-site support, as required.

Desirable:

• Relevant experience and certifications can be advantageous
• Fluency in additional languages highly beneficial
• Knowledge of IFS, IFS Assyst or Work Order Methodology

Person Specification:

• Confident and effective communication and interpersonal skills to interact with customers, understand their requirements, and provide clear instructions.
• Customer- focused mindset with a passion for delivering exceptional support and ensuring customer satisfaction.
• Able to manage and prioritise multiple demands
• Ability to work independently and collaboratively in a team environment and with customers at all levels
• Flexible approach
• Able to problem solve effectively
• Good personal presence
• Willingness and good availability to travel, with an openness to other cultures

Why join us?

We are part of the AB Dynamics Group, an innovative, dynamic listed business with a friendly and supportive working environment. In addition to competitive salaries, our attractive benefits package includes:

• Discretionary bonus scheme
• 25 days annual leave, plus bank holidays, which increases every 2 complete years up to a max of 32 days
• Up to 10% matched pension contributions, with option to salary exchange
• Private Medical Insurance – Family cover (Company funded benefit in kind)
• Life Assurance 6x salary
• Option to join Critical Illness Insurance, Dental Insurance and Health screening
• Income protection (Company funded)
• Enhanced parental leave
• EAP including mental, physical and financial wellbeing support
• Enhanced sick pay after 1 years’ service
• Volunteering days – up to 2 per year

At AB Dynamics Group we set ourselves ambitious objectives and strive to work according to our values of customers, people, diversity, innovation, excellence and responsibility. We are committed to promoting equality of opportunity for all staff and job applicants. We do not discriminate against staff based on age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.

We use AI to help us assess applications fairly and objectively.