CAD & Technical Support Supervisor

Etex Group; Bradley Stoke; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading construction firm in Bradley Stoke is seeking a CAD & Technical Support Supervisor to lead their technical support team. The role focuses on driving customer service excellence, managing technical enquiries, and ensuring accurate CAD production to support client specifications. Candidates should have experience in team management, CAD knowledge, and effective communication skills.

Benefits

Flexibility in working arrangements

Strong company culture

Commitment to sustainability

Diversity and inclusion initiatives

Qualifications

• Experience in managing remote customer service or technical support across multiple channels.
• Ability to inspire and motivate a team.
• Working knowledge of CAD and interpreting 2D construction drawings.

Responsibilities

• Lead and coach the 1st Line Technical Support team.
• Manage inbound technical enquiries and ensure service level agreements are met.
• Oversee project pack reviews and CAD production.

Skills

Excellent service delivery

Team management

CAD interpretation

Construction practices awareness

Effective communication

Education

IFE level 3

Job description

At Etex, our purpose is to inspire new ways of living. We are an international leader in sustainable construction, driven by a passion for excellence, but it's our people that are our top priority. We connect, collaborate, and champion the well-being of our employees, forming partnerships and pioneering change in our ever-evolving industry.

At Etex, we seek to make a meaningful impact in the lives of our customers and our communities. Are you looking for a company where you can learn, grow & lead? Join us as a CAD & Technical Support Supervisor in Bristol!

This role is critical in leading our frontline technical team to deliver high-quality, responsive customer service regarding our Siniat product offerings.

Responsibilities

• Lead, coach, and support the 1st Line Technical Support team to deliver a responsive, customer-focused service.
• Manage the process of handling inbound technical enquiries, to include triaging, escalating, and resolving in line with service level agreements.
• Oversee project pack reviews and ensure accurate CAD production to support customer specifications.
• Utilise CRM systems effectively, track team performance, and implement process improvements.
• Collaborate cross-functionally with technical and commercial colleagues to promote Etex and Siniat solutions.
• Measure and report on team activity, manage risks, and ensure continuous improvement in technical service delivery.

What you'll bring

• A passion for delivering excellent service, and experience in inspiring and motivating a team to do the same.
• Experience in managing remote customer service or technical support across multiple channels.
• Working knowledge of CAD and the ability to interpret 2D construction drawings.
• Awareness of general construction practices and familiarity with construction products.
• Excellent communication and organisational skills to work effectively across departments and influence improvements.
• An IFE level 3 or the interest in completing and obtaining one.

Why join us?

• We are named the world's most trustworthy company in the construction sector by Newsweek and Statista in 2023!
• Our culture - we connect & care about those around us. We nurture teamwork, communities, partnerships and new ways of working, placing the highest importance on the safety and working environment of our people.
• Our 'Road to Sustainability 2030' is our plan to help build a better, sustainable future. We work towards this vision by caring about our social and environmental impacts and developing innovative solutions.
• We have a strong conviction that diversity of thinking helps us to deliver a strong and sustainable performance. It is also essential for us that everyone feels part of the team. In this spirit, we are committed to equal opportunities and zero tolerance towards discrimination.
• Flexibility: For us, hybrid and flexible working is all about trust, and we want you to be able to do your best work (depending on the role).