Technical Support

Jackie Kerr Recruitment - Engineering and Manufacturing; Worcester; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Pension scheme

Private medical insurance

Quarterly bonus

Cycle to Work

Eye care vouchers

Wellbeing support

Professional development

On-site parking

Job summary

Our client, a leading manufacturer and supplier of construction products, is seeking a Technical Support Advisor to join the team. You will handle high volumes of technical enquiries, provide product information, and maintain documentation and testing records.

Role involves coordinating with Sales Support, supporting NPD and Marketing, and preparing clear, structured reports for internal and customer use. Excellent communication, troubleshooting and CRM skills are essential.

Qualifications

• Experience in technical support, customer service or product support within construction products, manufacturing or a similar technical environment.

Responsibilities

• Handle and prioritise calls and emails from customers, installers, distributors, suppliers and internal teams.
• Provide prompt and accurate product information, including datasheets, installation guides and technical documentation.
• Record enquiries, actions and outcomes in the CRM or internal tracker and ensure timely responses.
• Coordinate with Sales Support regarding quotations, order confirmations and customer requirements.
• Maintain product documentation, test certificates and customer specific information, ensuring accuracy and compliance.
• Work with Technical, New Product Development and Marketing to keep technical resources, training packs and installation visuals current.
• Prepare reports, review historical test data and record results clearly for internal and customer use.
• Support New Product Development by comparing test results for new products and prototypes.
• Carry out compatibility and quality testing on alternative materials and maintain a safe, organised laboratory area
• Meet agreed response and service levels while managing a high volume of technical enquiries

Skills

Technical support

Customer service

Troubleshooting

Communication skills

CRM proficiency

Tools

CRM systems

Office software

Job description

Our client is a leading manufacturer and supplier of innovative construction products and is looking for a Technical Support Advisor to join their growing team!

Roles and Responsibilities:

• Handle and prioritise calls and emails from customers, installers, distributors, suppliers and internal teams
• Provide prompt and accurate product information, including datasheets, installation guides and technical documentation
• Record enquiries, actions and outcomes in the CRM or internal tracker and ensure timely responses
• Coordinate with Sales Support regarding quotations, order confirmations and customer requirements
• Maintain product documentation, test certificates and customer specific information, ensuring accuracy and compliance
• Work with Technical, New Product Development and Marketing to keep technical resources, training packs and installation visuals current
• Prepare reports, review historical test data and record results clearly for internal and customer use
• Support New Product Development by comparing test results for new products and prototypes
• Carry out compatibility and quality testing on alternative materials and maintain a safe, organised laboratory area
• Meet agreed response and service levels while managing a high volume of technical enquiries

Ideal Candidate:

• Experience in technical support, customer service or product support within construction products, manufacturing or a similar technical environment
• Excellent communication and customer service skills, with the ability to explain technical information clearly
• Strong troubleshooting skills, with the ability to identify root causes and recommend practical solutions
• Excellent attention to detail when maintaining technical records, documents and testing information
• Confident using CRM systems, shared drives and standard IT software
• Able to review test information and prepare clear, structured reports
• Highly organised, calm under pressure and able to prioritise multiple requests in a fast paced environment
• A collaborative, adaptable and positive team player with a willingness to learn

Working Hours and Benefits

• Monday to Friday, 8am to 5pm
• 23 days' holiday plus bank holidays and a paid day off for your birthday
• Holiday buy back scheme and Christmas shutdown
• Salary sacrifice pension scheme and private medical insurance
• Quarterly bonus scheme, breakfast and refreshments provided
• Cycle to Work and electric vehicle salary sacrifice schemes
• Eye care vouchers, wellbeing initiatives and mental health support
• Professional development, recognition awards, a modern open plan workplace and on site parking