Technical Product Support Engineer

Why Sony Interactive Entertainment?

Sony Interactive Entertainment isn’t just the Best Place to Play — it’s also the Best Place to Work. Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand. As a subsidiary of Sony Group Corporation, we’re part of a proud legacy of innovation and excellence. SIE is a dynamic technology company, delivering cutting-edge hardware and network services to more than 100 million people and an entertainment leader, home to some of the most beloved and recognizable intellectual properties (IP) in the world. Our role at SIE is to create and nurture the experiences under the PlayStation brand, a name synonymous with entertainment excellence and creativity.

Department overview:

IEE is the central support organisation for UK, Europe, Africa, the Middle East and Australasia, marketing PlayStation products in +100 countries.

The Technical Services department is responsible for all returns and repair of PlayStation products across all SIEE Territories. This includes the collection of defective products from consumers and retailers, product screening and diagnosis, the repair, recovery or reuse of products received, and where required, the distribution of product back to consumers and retailers. The Technical Services department also manages all spare parts activities related to repair, the production of refurbished stock, and owns all relationships with Repair Centres, Swap Centres and Logistics Providers.

What you’ll be doing:

As Technical Product Support Engineer you will be responsible for the ongoing support of our repair centre operations partners in Europe, Africa, Middle East and Australia.

You will provide technical and engineering support, manage the development and implementation of repair improvement initiatives, work with our HQ and wider team on the introduction of new models, new diagnostic tools and equipment, and will track and manage partner performance via a set of established quality and repair KPIs.

You will have experience and/or qualifications in electronic engineering or manufacturing environments and will have hands on experience with electronic hardware products at component level. You will also have ideally worked within a high-volume repair centre or electronic manufacturing environment.

This position is an office-based role at SIEEs head office which is located in Central London

Key Responsibilities

Provide continuous technical support to repair partners on all diagnostic tools, equipment processes

Cooperation with wider technical teams in solving technical and quality issues reported in the field

Distribution management of technical equipment (hardware and software) to repair partners, ensuring that this activity follows company security policy

Provide technical guidance and support for new product introduction and launch

Support implementation of new operational set up and maintenance of repair processes

Review and distribute technical requirements to repair centres and ensure compliance

Support users of internal bespoke applications and assist troubleshooting

Provide training on new models, new equipment or techniques to our repair centres when required

Drive process improvement initiatives with our repair partners and achieve KPI targets

Work on repair centre efficiencies such as production flow, assembly (electrical/electronic mechanical) and test (full system testing, analysis fault finding)

Prepare material for technical meetings and follow up on items

Provide analytical ad hoc support where required

What we are looking for:

2+ years of experience in an electronic engineering or manufacturing environment (or be a graduate with the necessary skills who is willing to learn on the job)

Have a good understanding of software installation/configuration and interpreting error logs for troubleshooting purposes

Understanding and interpretation of hardware faults at circuit board level and diagnostics

Possess a good understanding of electronics equipment tools

Have a technical mind-set and enjoy solving technical problems

Has experience troubleshooting electronic products and electronic embedded systems

Has a technical background in predominantly hardware but also software

Has experience introducing new technical equipment into an established repair environment

Possess the ability to manage the distribution of latest firmware releases to the repair centres and on occasion test functionality releases internally before rolling them out

Be confident, driven and proactive with the ability to prioritise work deliver to deadlines

Be motivated to work under own initiative and as part of a team

Be able to work in a fast and efficient manner

Be able to produce high-quality work with great attention to detail

Be a fast an efficient computer user, with solid experience with MS Office

Basic project management skills are desirable such as planning and monitoring progress

Have an appreciation of data analysis and able to determine trends

Useful Skills and Ability

Knowledge of an additional European language, or experience of working in a multi-lingual environment

Good technical understanding and ability to learn the use of new tools quickly

Experience in the consumer electronics sector

Strong financial acumen

Experience in using Confluence web based application

Experience in using Jira software application

Benefits:

Discretionary bonus opportunity

Private Medical Insurance

Dental Scheme

25 days holiday per year

On Site Gym

Subsidised Café

Free soft drinks

On site bar

Access to cycle garage and showers

Please note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks.

Please refer to our Candidate Privacy Notice for more information about what personal information we collect, how we use it, who we share it with, and your data protection rights.

Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.

Sony Interactive Entertainment is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.