Job Description

THE COMPANY

My client is a family-run, global business specialising in the manufacturing of electrical installations in residential, commercial and industrial buildings. Their culture is open, honest and trustworthy. Their employees are truly empowered to maximise their potential, they are recognised for their hard work and success and the value they add to the business.

THE ROLE

I am currently recruiting for a Remote Technical Support Engineer to join our client's talented and dynamic sales and marketing team. The role is key to providing outstanding support to their Customers and Employees with technical guidance, advice and training. Working with Phone, Email and Whatsapp communications, you will be able to provide an array of support, from initial part number clarification through to advanced fault finding and product support. Using extensive on-site electrical installation experience the role ensures that you are fully supporting their customers technical requirements. Working within their agile and energetic team, the role is a key part of their value proposition in the UK market.

KEY RESPONSIBILITIES/DUTIES

• To provide the necessary telephone technical support for all products marketed in the UK to Regional Sales teams and customers both Internal & External
• Provide national telephone technical support to customers in a professional manner
• Provide a first-time resolution of issues - Phone, Email, Whatsapp
• Provide assistance to sales teams and customers with technical specs for products
• Assist marketing and Product Management with market research and catalogue proofreading etc.
• Take ownership of the enquiry
• Ensure lost calls are kept to a minimum
• Continually update personal knowledge of products, standards, norms, & regulations through continuous and focused self-learning
• Ensure knowledge of company products and applications is at 'expert' level
• Identify any personal knowledge or skills gap and act to bridge
• Assist in the development of training material where required, deliver the necessary training to new employees, help the continued development of existing employees
• Assist customers to select the correct products from our catalogue
• Support customers in the field with product issues, follow through to quality to ensure quality loop is closed
• Ensure spare parts are sent in a timely manner as often they are time critical
• To provide all communication to customers in a professional manner and within agreed timescales
• To complete records and reports on time as required by Management for effective internal communication
• To communicate regularly with members of the team, to ensure full awareness of day-to-day business is achieved
• Authorising overnight delivery of replacement products reported faulty on the Technical Support line
• Deciding whether to initiate the serious product failure process

PERSON SPECIFICATION

• Onsite electrical installation experience - this is crucial to this role
• Technical job knowledge (Product applications, installation method, regulations, competitor products)
• Procedure knowledge
• Technical Support Process
• Tools, equipment and IT systems MS office/Outlook & Intranet
• SAP
• C&G Electrical installation, C&G Inspection & Testing C&G 18th Edition

SALARY AND WORKING HOURS

• £35,000 per annum
• 8:30am to 5:00pm
• Monday to Friday

BENEFITS

• Employer contribution 8% of basic annual salary - pension
• Employee contribution 3% of basic annual salary - pension
• 25 days dependant on length of service + opportunity to purchase up to 5 days extra per year
• Cycle to work scheme
• Fantastic company culture
• Online learning platform