Senior Technical Support Engineer - Doors

JLB Recruitment Ltd; Basingstoke; On-site; GBP 28,000 - 36,000; Full time

Job summary

JLB Recruitment Ltd in the United Kingdom is seeking a technical support professional to assist key account customers and priority installers across the full product range. You will identify spare parts, advise on product selection, guide installation and programming, and help diagnose faults.

The role includes delivering training to internal teams and external customers, supervising staff day-to-day under the Technical Manager, and leading a small team to ensure high performance, knowledge

Qualifications

• Experience delivering telephone-based technical support in a technical or electro-mechanical environment.
• Ability to train internal and external staff on products and procedures.
• Experience supervising or leading a small team and ensuring quality standards.

Responsibilities

• Provide technical help-line support and supervise 1st line engineers when needed.
• Prioritise support for key accounts and approved installers.
• Develop training materials and deliver training to customers and staff.
• Support sales team with technical input for customer projects and product selection.

Skills

Technical support

Telephone support

Team leadership

Product knowledge

Training delivery

Account prioritisation

Tools

PowerPoint

Webinars

Job description

This role involves providing technical support to key account customers and priority installers across the full product range. Support requests may include identifying spare part numbers, advising on product selection, providing guidance on installation and programming, and assisting with fault diagnosis. The role involves delivering training to both internal teams and external customers on new and existing products. The position will also support the Technical Manager by providing day-to-day supervision of staff, acting as a team leader to ensure effective performance, knowledge sharing, and adherence to technical and quality standards. The role would be well suited to someone with prior experience delivering telephone-based technical support within a technical or electro-mechanical environment. Knowledge of gate automation systems, and our product portfolio in particular, would be a strong advantage.

Main Duties:

• To answer technical help-line telephone satisfying customer requests for technical advice & also supporting the 1st line support engineers in a supervisory capacity.
• Prioritise support to account holders & approved installers over non-account holders and end users.
• Undertake personal development and training to gain and maintain a high degree of product knowledge.
• Ensure all email enquiries and call backs that are assigned to you by the technical manager are dealt with efficiently.
• On occasion provide technical sales content for the web site and newsletters.
• Provide support to the sales team by attending visits to key customers as required. The role will also contribute to the development and delivery of bespoke customer projects, offering technical support as needed to ensure successful outcomes.
• Assist the internal sales team in the specification of the correct equipment to match a customer's survey form.
• Contribute towards the appraisal of new products.
• Develop training materials which will include PowerPoint presentations, videos, webinar's, demonstration rigs, etc.
• To assist product training both to internal staff and external customers. This will take place both at the Basingstoke office and at customer's premises throughout the UK. Training will include product sales features/benefits, product selection and full technical engineer training, depending on the audience.
• Offer the highest level of customer service at all times seeking the assistance of your manager when necessary.
• Day to day instructions and priorities to be assigned by the Technical Manager.
• Maintain a safe, neat and tidy workplace at all times ensuring the protection of staff and company assets. Comply with the company's Health & Safety Policy at all times reporting any concerns to your manager.
• Comply at all times with company policies and procedures.
• Support the company in its maintenance of quality standards.
• Promote and protect the company's image and good reputation at all times.
• Fulfil any other duties and responsibilities, after consultation that may be determined from time to time.