Technical Support Engineer

Why should I apply?

We are the leading supplier of door drive and control equipment to the UK industrial door market. Customers rely on us when failure is not an option and we have an enviable reputation for providing them with first class technical assistance. You will provide desk-based technical support predominantly by telephone, Monday to Friday, 8.30am to 5.00pm.  

Job Description

As our new Technical Support Engineer, you will belong to a fantastic Technical team whose customer focus is second to none. You will start by committing to an in-depth technical training programme that teaches you the electrical and mechanical engineering behind our products and how to provide the correct support.  This is to an expert level so the training will be technically challenging, of a high quality, and delivered in a very supportive classroom-based environment. Your role will then involve:

• Providing desk-based telephone support to our customers’ field-based engineers who may require assistance with installing our products or repairs, and other industrial door contacts who require technical assistance. 
• Building quick and empathetic telephone rapport with field engineers in pressurised situations, helping them to resolve time critical issues. 
• Assisting customers with replacement product quotations during technical support conversations for quick issue resolution. 
• Providing engineering information to office colleagues to support them in dealing with the technical complexities of their role.
• Contributing to technical related projects and training as required. 

What we offer

Our employment package is attractive. We offer a structured induction programme and further training relevant to the job role, including a high standard of internal technical training and external programmes and courses. We offer competitive salaries, a 5% employer pension contribution, and following a successful probationary period, you become eligible for 25 days holidays + bank holidays, life assurance cover, an employee assistance programme, a company sick pay scheme, bonus related to our sales, a generous long service scheme, a cycle to work scheme, funded social activities and plenty of free onsite parking, tea and coffee. We have a great team who work well together and provide a welcoming and supportive environment.

Person Specification

With good GCSE’s/equivalent in Maths and English, and other qualifications to A Level, BTEC, HNC or HND standard or work experience that enables you to provide knowledgeable electrical and mechanical engineering support, you will also have:    

• 12 months of proven professional experience of repair, installation, assembly or technical support work. Trainee candidates without this must have relevant experience obtained through their studies. 
• Previous experience of telephone/face to face customer support work but otherwise must be able to develop a quick and helpful rapport with customers over the phone, carefully establishing the issue and explaining solutions clearly and calmly. 
• The ability to deal efficiently with 10-20 with support requests per day. 
• A detailed and accurate approach to maintaining support records.
• A team-oriented approach, sharing workloads with colleagues, and maintaining our reputation for being very accessible to our customers.  

Competitive basic salary based on skills and experience.  

Many thanks for your interest in our opportunity.