Technical Product Support Engineer

Description

The company behind the PlayStation brand is a subsidiary of Sony Group Corporation. It makes PlayStation hardware and runs network services used by more than 100 million people, and it also produces entertainment built on well-known intellectual properties (IP).

The role sits in the Technical Services department of the European, African, Middle Eastern and Australasian support organisation, which markets PlayStation products in more than 100 countries. That department handles returns and repairs of PlayStation products across all of these territories, from collecting defective units from consumers and retailers through screening, diagnosis, repair, recovery or reuse, and redistribution where needed. It also runs spare parts for repairs, refurbished stock, and all relationships with repair centres, swap centres and logistics providers.

Responsibilities

• Provide ongoing support to repair partners in Europe, Africa, the Middle East and Australia, including technical and engineering help.
• Lead the development and rollout of repair improvement initiatives.
• Work with headquarters and the wider team on bringing in new models, diagnostic tools and equipment.
• Track partner performance against established quality and repair KPIs.
• Give repair partners continuous technical support on diagnostic tools, equipment and processes.
• Work with other technical teams to solve technical and quality issues reported from the field.
• Distribute technical equipment, hardware and software, to repair partners while following company security policy.
• Provide technical guidance and support for new product introductions and launches.
• Help set up new operational processes and keep repair processes running.
• Review technical requirements, pass them to repair centres and check they comply.
• Support users of internal bespoke applications and help them troubleshoot.
• Train repair centre staff on new models, equipment or techniques when needed.
• Lead process improvement with repair partners and help them hit KPI targets.
• Improve repair centre efficiency across production flow, electrical, electronic and mechanical assembly, and testing, including full system testing, analysis and fault finding.
• Prepare material for technical meetings and follow up on actions.
• Provide ad hoc analytical support when required.

Requirements

• Have 2+ years of experience in an electronic engineering or manufacturing setting, or be a graduate with the necessary skills who is willing to learn on the job.
• Understand software installation and configuration and read error logs to troubleshoot.
• Understand and interpret hardware faults at circuit board level, including diagnostics.
• Have a good grasp of electronics equipment and tools.
• Have a technical mindset and enjoy solving technical problems.
• Have experience troubleshooting electronic products and embedded systems.
• Have a technical background mainly in hardware, with some software.
• Have experience bringing new technical equipment into an established repair environment.
• Manage the distribution of the latest firmware releases to repair centres, and occasionally test functionality releases internally before they roll out.
• Be confident, driven and proactive, able to prioritise work and meet deadlines.
• Be self-motivated and able to work both independently and in a team.
• Work quickly and efficiently.
• Produce high-quality work with close attention to detail.
• Be a fast and efficient computer user with solid MS Office experience.
• Basic project management skills, such as planning and tracking progress, are desirable.
• Be able to spot trends through data analysis.
• Useful but not required: knowledge of another European language, or experience working in a multilingual environment.
• Useful but not required: ability to learn new tools quickly and a good technical understanding.
• Useful but not required: experience in the consumer electronics sector.
• Useful but not required: strong financial acumen.
• Useful but not required: experience with the Confluence web-based application.
• Useful but not required: experience with the Jira software application.

Conditions

Office-based at the company's head office in Central London.

Background checks are run at the offer stage for all new employees, which may include criminal background checks for some roles, and personal information will be processed for these checks.

Equal opportunity: applicants are considered without regard to protected characteristics.

Benefits

• Discretionary bonus opportunity.
• Private medical insurance.
• Dental scheme.
• 25 days of holiday per year.
• On-site gym.
• Subsidised café.
• Free soft drinks.
• On-site bar.
• Access to a cycle garage and showers.