Field Support Specialist

Howden Joinery Limited; Altofts; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Salary + bonus

Pension up to 12%

25 days + bank holidays

Staff discount

Free lunch on-site

Supportive environment

Job summary

Howdens Joinery Limited is seeking a Field Support Specialist at our Normanton site to be the main contact for templating and installation teams, providing on-site support and guidance to resolve challenges and ensure right-first-time installations.

You will coordinate with operations, investigate issues, maintain accurate CRM data, and help deliver an excellent customer experience, with a Monday–Friday shift pattern and a focus on service excellence and process improvements.

Qualifications

• Experience in fast-paced customer service or operations support.
• Experience supporting field-based teams and coordinating solutions.
• Excellent communication skills, written and verbal.
• Ability to stay calm under pressure and manage multiple priorities.
• Proficient in Microsoft Excel and Outlook.
• Strong attention to detail and organizational skills.

Responsibilities

• Act as the primary contact for templating and installation teams, resolving issues.
• Investigate root causes of site issues and coordinate effective solutions.
• Set up and maintain accurate template/installation data in the CRM.
• Produce clear instructions and job information for on-site teams.
• Coordinate with internal and field teams to deliver right-first-time installations.
• Record and update installation progress in the CRM throughout the process.

Skills

Strong communication

Attention to detail

Organisational skills

Calm under pressure

Multi-tasking

Tools

Microsoft Excel

Microsoft Outlook

CRM platform

Job description

Howdens are looking for a Field Support Specialist (Internally known as a Template and Installation Co-ordinator) to join our team at our manufacturing site in Normanton, West Yorkshire, where we produce bespoke stone worktops. As a Field Support Specialist, you'll be the key point of contact for our templating and installation teams, providing support and guidance when challenges arise on-site. Working closely with colleagues across operations, you'll investigate issues, coordinate solutions, and help ensure installations are completed right first time, delivering an excellent customer experience.

Location | Normanton, West Yorkshire

Contract Type | Full-Time - Permanent

Shift | Monday - Friday, one week 9am-5pm one week 8am-4pm

Hiring Manager | Customer Services Team Leader

What will I be doing as a Field Support Specialist?

• Acting as the primary point of contact for templating and installation teams, providing support and resolving issues that arise.
• Investigating and completing root cause analysis on installation and site-related issues, co-ordinating effective solutions to keep jobs progressing.
• Setting up and maintaining accurate system information for each template and installation, including customer-specific requirements.
• Producing and issuing clear instructions and job information for installation teams attending site.
• Working with internal departments and field-based teams to deliver a right-first-time installation experience.
• Recording and updating information accurately on our CRM platform throughout the installation process.

What do I need to qualify for the Field Support Specialist role?

• Proven experience managing multiple priorities and resolving complex issues in a fast-paced customer service or operational support environment.
• Experience supporting field-based teams, with the ability to investigate issues and coordinate effective solutions, would be advantageous.
• Strong communication skills, both written and verbal, with the ability to build effective working relationships across different teams.
• The ability to remain calm under pressure and manage multiple priorities.
• Good working knowledge of Microsoft Office, particularly Excel and Outlook.
• High attention to detail, strong organisational skills, and the ability to manage competing priorities effectively.

What we can offer you:

• Competitive salary and annual company bonus
• Excellent pension scheme (company contribution of up to 12%)
• 25 days holiday + bank holidays with the option to buy additional days
• Staff Discount
• Free lunch at our on-site canteen
• A friendly and supportive environment offering exceptional reward and recognition

About Howdens:

Howdens Joinery is a highly successful FTSE 100 business, with more than 900 depots nationwide and more than 11,000 staff. Last year our sales reached circa 2.3bn, and we continue to experience significant growth and success. Despite our scale, Howdens remains a local business with traditional values. There is a strong entrepreneurial ethos and the opportunity to develop within a fast-paced and commercial environment. That, along with a competitive salary, development opportunities, and exciting rewards, are among the reasons why our people enjoy working for Howdens – and why we have been named one of the 10 Best Big Companies to Work For.

We are a proud member of The Sunday Times Top 100 Apprenticeship Employers, offering exciting opportunities for both apprentices starting out and experienced professionals ready to take the next step in their careers. Whether you’re working in our depots, building strong relationships with our trade customers, or applying your expertise to create, manufacture and distribute our market-leading products, there are many roles that make Howdens a success. Find out more about what makes our Depots tick.

Howdens is the UK’s number one specialist kitchen supplier, trusted by the trade since 1995. From just 14 depots when we started, we’ve grown to nearly 950 across the UK and Europe, and we’re still growing. At Howdens, our people are at the heart of everything we do. Whether in our depots, manufacturing sites, or support teams, everyone plays a vital role in helping us grow, innovate, and make a difference. We work exclusively with trade professionals, giving them the products, service, and support they need to deliver kitchens fitted to the highest standard. By building strong partnerships with local tradespeople, we help them exceed their customers’ expectations, and in turn, we all succeed together. Our success is built on a simple but powerful model: locally empowered depot teams backed by a world-class supply chain. This means we can keep products in stock, provide exceptional service, and deliver real value to our customers every day.

Howdens is founded on the principle of being Worthwhile for ALL concerned. We’re working hard to ensure we provide an inclusive environment where everyone feels welcome. We will do everything we can to support you during your application.

Please note that candidates applying for this role must have a valid right to work in the UK, we do not offer sponsorship of employment for any depot positions at this time. We appreciate your understanding.