Product Repair Engineer
Product Repair Engineers are usually either fully qualified opto/electronics personnel, or trainees close to the completion of an Apprenticeship.
Although current legislation and retail models allow for the exchange of faulty products under warranty, there is still a strong requirement by customers for a comprehensive repair service for individual products. This service is generally provided both for products that are in-warranty, and for those whose warranty has expired, or been otherwise negated.
Responsibilities
Product Repair Engineers may carry out repairs either at a base facility, or via an on-site service, depending on the type of product. This service is offered on a variety of products, ranging from entry-level digital cameras, through to high-end professional equipment. Engineers must be sensitive to the customers’ requirements and expectations, and when working on-site they must respect the clients’ work or home environment.
Skills
Product Repair Engineers must have strong analytical skills, as fault diagnosis is the main requirement of the role. An ability to work under pressure is also essential as customers, whether they are amateurs or professionals, expect the shortest possible turnaround times for repairs. Excellent communication skills are needed when dealing directly with customers, in order to interpret fault descriptions correctly, and to reduce the requirement for multiple on-site visits to resolve problems. Knowledge of IT is also required, as Engineers may be required to produce detailed written reports.
As most Repair Engineers work in teams, usually designated by product groups, e.g., digital cameras, scanners etc., strong team-working skills are required. Apprentice Engineers are encouraged to shadow their more experienced colleagues, and this requires the ability to work closely together, and to learn new skills, unobtrusively and without disrupting the workflow.
Experience / Qualifications
The technical qualifications required vary depending on the type of work undertaken by the Product Repair Engineer. Employers may support work-based courses such as Apprenticeships and NVQ/SVQs (in electronics based subjects), with progression to BTEC/C&G and HNC qualifications. These qualifications must be supported by the product-specific training which is provided by manufacturers.
Progression to this role may come from experience of working as a Product Returns Management Technician.