Lead Product Support Engineer

Job Description

Lead Product Support Engineer

Wotton under Edge

up to £60,000 depending on experience

Renishaw is seeking an experienced and highly motivated Lead CMM & Gauging Support Engineer to lead our Product Support Engineering function and support the continued growth of our global CMM, Gauging, Equator X and AGILITY product portfolio.

This is a pivotal leadership role responsible for delivering world-class technical support to customers, subsidiaries and field service teams while driving operational excellence, technical capability development and business transformation initiatives across the support organisation.

The successful candidate will combine strong technical expertise in coordinate measurement and gauging systems with proven leadership capability, ensuring our support teams remain at the forefront of customer service, product knowledge, global engineer training and continuous improvement.

Key Responsibilities

Leadership & Resource Management

• Lead and develop the CMM & Gauging Product Support Engineering team.

• Set objectives, coach team members and support succession planning.

• Allocate resources to support customer demand.

• Support organisational growth planning, capability development and future operating model initiatives.

• Drive a culture of continuous improvement, accountability and customer focus.

Technical Customer Support

• Own the delivery of advanced technical support for customers, subsidiaries and internal teams.

• Act as an escalation point for complex technical issues involving CMM, Gauging, Equator and AGILITY solutions.

• Lead root-cause investigations and coordinate corrective actions across engineering, software and quality teams.

• Ensure high-quality support case management and timely resolution of customer issues.

Installations, Upgrades & Lifecycle Support

• Provide technical guidance to field service engineers and project teams.

• Support marketing teams to develop strategies and service offerings for new product introductions.

• Support the definition of critical spare strategies, maintenance approaches and lifecycle support plans.

Global Technical Capability Development

• Develop and maintain global support documentation, installation guides and knowledge resources.

• Coordinate technical training programmes for engineers worldwide.

• Drive standardisation of support processes across regions.

Digital Transformation & Systems

• Act as a key stakeholder in support process development within D365 and related business systems.

• Support CRM case management improvements and data quality initiatives.

• Test software releases, upgrades and new digital tools.

• Champion AI, automation and knowledge management solutions to improve support effectiveness.

Product & Business Improvement

• Represent the voice of the customer in to the relevant product marketing team.

• Collaborate with Engineering, Quality, Marketing and Product Management teams.

• Analyse support trends and product performance data to identify improvement opportunities.

• Participate in design reviews, product validation and continuous improvement programmes.

Compliance & Quality

• Support ISO and accreditation requirements, including UKAS-related activities where applicable.

• Ensure adherence to documented procedures and quality standards.

• Support internal and external audits.

• Promote safe working practices and compliance with company policies.

Benefits 

When you join Renishaw, we're committing to your future career. That's because we believe in developing our people's skills and promoting them internally. We also offer a benefits package that's highly desirable; including a 9% non-contributory pension, discretionary annual bonus, *subsidised onsite restaurants and *coffee shops, free parking, *car sharing scheme and *24 hour fitness centres. ( not available at all sites).

We also want to promote a healthy work-life balance as much as possible, so we have introduced a hybrid working policy which allows for a combination of home and office based working depending on the nature of your role. We also offer a variable working programme, 25 days holiday plus bank holidays, Life Assurance policy of 12 times annual salary, Cycle to Work scheme, enhanced maternity pay subject to qualifying criteria, Health Cash Plan, the option to join Renishaw Health Trust (Aviva) and an Employee Assistance Programme for employees and family.

Please click here for further information about our benefits.

At Renishaw we believe that our success is powered by welcoming a workforce of diverse and talented people. Through encouraging an inclusive culture, where all our employees are free to be themselves, we can achieve our core values: Innovation, Inspiration, Integrity, and Involvement.   If you are excited about the role but feel as though you don’t meet all the requirements, we would encourage you still to apply. You might just be the right person for this role or another opportunity at Renishaw.   We are committed to providing reasonable adjustments to make interviews and jobs more accessible. Should you have any difficulty during the recruitment process, or require any reasonable adjustments please contact the recruitment team on 01453 490384 or recruitment@renishaw.com.

Please click here for further information about diversity and inclusion at Renishaw.

Employment Type:

Permanent

Time Type:

Full time

Requisition Number:

R9970 Lead Product Support Engineer (Open)