Technical Support and Training Manager

ZipRecruiter; Coalville; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading company in building products seeks a Technical Support and Training Manager to provide technical support and training for their products. The role involves direct interaction with customers and developing training programs. This full-time position offers a competitive salary and hybrid working options.

Benefits

Car Allowance

Pension

Life Insurance

Employee Discounts

Qualifications

• Minimum 10 years' experience in facade system design and installation.
• At least 2 years' experience with a facade system manufacturer or supplier.

Responsibilities

• Provide first line technical support to installers and partners.
• Design and deliver training programs for installation of products.
• Manage participant testing and record training sessions.

Skills

Communication

Relationship Building

Technical Support

Tools

PowerPoint

Word

Job description

Job Description

WE ARE 200 years of history and over 2,300 employees strong. WE ARE a business loaded with opportunity and career progression. WE ARE innovators, designers, makers and engineers who manufacture and provide smart, efficient, and effective building products and solutions. Through our customer relationships, diverse building product range and solutions, we enable the creation of inspirational homes, places and spaces for us all to live and work better.

With eight core product categories, underpinned by expert design and technical services, we work with architects, builders, merchants and the wider construction supply chain to build the face of Britain. We are fully committed to a net zero future and continue to invest in expertise and product development to manufacture more efficiently and sustainably. We pride ourselves on leading for new, innovative and sustainable products and solutions, both for today and for a new era of building.

To support our progress, we are currently recruiting for a Technical Support and Training Manager to join our team at our Head Office, Ibstock, LE67 6HS.

Job Purpose:

To support Ibstock customers, technical and sales teams on technical/installation matters and training on Futures Products and Systems.

Key Accountabilities:

1. Provide first line technical support to Ibstock Futures installers and partners via phone, email or face-to-face on site.
2. Own the customer complaints process for Futures, triage technical issues and complaints, and determine next steps.
3. Coordinate with other Ibstock colleagues as needed, maintain a complaints log, and ensure prompt feedback to customers and internal teams.
4. Develop or adapt methods for recording and progressing complaints, with regular reviews and reporting.
5. Design and deliver training programs for installation of Ibstock products using various methods such as face-to-face, video, written instructions, and presentations.
6. Construct training areas and sample walls within Power Park or other facilities, maintaining tools and materials.
7. Manage participant testing, record training sessions, and contribute to product documentation.
8. Assist in constructing and testing Ibstock products and systems.
9. Contribute to the content of Ibstock Product Guide and other documentation.

Knowledge, Skills and Experience:

Essential: Minimum 10 years' experience in facade system design and installation; knowledge of brickwork principles and site operations; at least 2 years' experience with a facade system manufacturer or supplier; proficiency in PowerPoint and Word; excellent relationship-building skills; effective communication skills.

Desirable: Experience with mechanical brick slip systems and stone; experience with demanding customers; track record in delivering product training; thorough knowledge of BS771 and PAS 70.

Additional Information:

Full-time, permanent role with a competitive salary, car allowance, hybrid working options, and various employee benefits including pension, life insurance, and discounts. We encourage applicants from diverse backgrounds and are committed to an inclusive workplace.