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Diagnostic Engineer - Service (electrical / electronics products)

Service Diagnostic Engineer


Southampton, Hampshire

Salary Circa £35,000 - £45,000

Company Background:

Our client is a leading designer and manufacturer of fiber lasers for use in cutting, welding and marking applications in a wide range of industries. They sell their products globally and has its major business operations, including Research and Development, Manufacturing and Product Marketing located in both Rugby and Southampton, UK, with additional Sales and Customer Support locations in Asia and North America.

Job Purpose:

This role will be to focus on Implementing improvements to processes, measures, and standards in the return of customers lasers which are returned through the sunrise system (RMA’s).

Give technical support to customers, conduct thorough investigation and root cause analysis.

To improve the first-time fix rate and reduce the numbers of days a customer’s lasers is with the Service Department, in turn improve customers satisfaction.

Key Areas of Responsibility:

•Fault finding and diagnostic of Laser returned that are in and out of warranty, using existing tools and methods. Whilst these are primarily fibre lasers, this does involve a good understanding electronics and electrical principles.

•Reporting of laser failures in Service and feeding back to Service and Quality teams to establish corrective actions and root cause solutions.

•Defining, developing, and implementing improvements to meet agreed Service department aims and goals.

•Make use of Engineering Change procedures, Test & Defects Analysis data, Supporting the service repair team to help ensure processes run effectively producing repairs to the desired quality and output.

•Aid in ensuring that standard operating procedures for investigating and testing are clearly defined, documented, and communicated by the best available methods.

Required Experience:


•The ideal candidate will have a strong problem-solving background, having the ability to look beyond current processes and bring benefit through alternative experience.

•Strong Project Management skills demonstrable through experience.

•Experience of Service repair set up.

•IT literate, strong knowledge of Excel, Word, and PowerPoint.


•Electronics, laser or fibre optics experience would be an advantage.


•Degree qualified in a suitable engineering or science discipline, or demonstrably equivalent through experience and alternative technical qualifications.

Personal Profile:

•Hard working and well organised.

•Capable of structured problem solving with a flash of innovation when needed.

•Will be able to hit the ground running, lead change and develop new ways of working through collaboration.

•Excellent communication skills both orally and in writing with the ability to discuss complex issues with staff at all levels.

•Self-motivated, able to work independently and as part of a team.

•Adaptable, able to multitask in a change-oriented environment.

•Creative and innovative, seeking ways to continuously improve service processes.

•This role will require a hands-on approach.

•Strong customer focus.

To apply please send an MS Word formatted version of your CV for our review and consideration.