CAD & Technical Support Supervisor

Etex Group; Bristol; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

Etex Group is seeking a CAD & Technical Support Supervisor in Bristol to lead a technical team focused on delivering high-quality customer service for Siniat products. The role includes managing technical inquiries, ensuring accurate CAD production, and implementing process improvements. Ideal candidates possess experience in technical support, excellent communication skills, and a passion for customer service excellence. This position supports a hybrid working model, aligning with Etex's commitment to sustainability and employee well-being.

Benefits

Flexible working

Commitment to sustainability

Qualifications

• Experience in managing remote customer service or technical support.
• Working knowledge of CAD and the ability to interpret construction drawings.
• Excellent communication and organizational skills.

Responsibilities

• Lead and support the Technical Support team to deliver excellent customer service.
• Manage inbound technical inquiries ensuring resolution per service level agreements.
• Oversee project pack reviews ensuring accurate CAD production.

Skills

Communication

Team Management

Problem Solving

Technical Support

CAD Interpretation

Education

IFE level 3 qualification

Job description

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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.

What you’ll do:

• 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, including 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 qualification or interest in completing and obtaining one.
• Recognition as the world's #1 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 safety and our employees' working environment.
• Our ‘Road to Sustainability 2030’ aims to help build a better, sustainable future through caring about social and environmental impacts and developing innovative solutions.
• We value diversity of thinking, which helps us deliver strong and sustainable performance. We are committed to equal opportunities and zero tolerance towards discrimination.
• Flexibility: We support hybrid and flexible working based on trust, allowing you to do your best work (depending on the role).