SITE/SUPPORT ENGINEER 

The role:

This role will be part of the Support department - a key focus of the business is supporting dealers and installers to ensure successful completion of projects.  The successful candidate will play a vital role in assisting customers at all stages of the project and subsequent life cycle of the system.

The primary focus of the role will be to attend site to commission and service Rako systems.  A contribution to the broader range of functions of the support team including office based tasks will also be expected. 

The description below details the ideal candidate and final responsibilities once training is completed. Rako is open to considering a candidate with less experience who will be capable of growing into the role.

On-site duties will involve: 

• Commissioning systems using programming software.
• Fault finding systems (both new and existing) to verify correct functioning of Rako equipment and advising installers and end users how to resolve related “3rd party issues” where possible.
• Working with customers to define system functionality.
• Recognising, reporting and defining resolution paths for potential issues with the project and communicating with all relevant parties. 

Other office based duties will include: 

• Liaise with customers to schedule visits using in-house engineer booking system.
• Engaging in inbound support workflow when required: telephone support, screen sharing software, fault finding etc. 
• Assisting service department with service stock processing and management.

Personal qualities and experience: 

• Experience of site work within the lighting control or AV industry more broadly.  Candidates with a general electronics or electrical background with site experience will also be considered.
• Relevant academic or professional qualifications in a related field may be accepted as a substitution for work experience. 
• Knowledge of related protocols: DALI, DMX, IP networks would be a bonus.  
• Experience in an office based support role to supplement previous site experience would be an advantage. 
• An enthusiasm for learning while engaging with an evolving and complex system.
• Ability to work both independently and as part of a team while taking a systematic and thoughtful approach to resolving issues, both technical and practical. 
• Ability to work under pressure in a fast paced environment. 
• A full UK driving licence.

Practical information: 

• Training on the product, system, software and related lighting control concepts will be provided. 
• The role is based at our Rochester HQ with site visits predominantly occurring in London and the South East. 
• On occasion further travel may be required, with occasional overnight stays a possibility.
• Where they are incurred, travel and overnight expenses will be fully covered.
• 20 days holiday, bank holidays and office closure between Christmas and New Year.

Salary and benefits will be discussed upon application and will be dependent on experience.