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.