Technical Support Advisor

BFT, a brand of SOMFY Group; Stockport; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Benefits package

Product training and support

Job summary

BFT Automation, part of SomfyGroup, is seeking a Technical Support professional in Stockport to assist installers with diagnosing faults, wiring, programming and repairs. You will analyze faults, guide customers, and collaborate with sales and warehouse teams to ensure timely, accurate support.

You will inspect returned components, perform safe repairs as needed and maintain clear records. The role offers product training, a supportive team, and opportunities for development within BFT

Qualifications

• Sound knowledge of electrics, basic electronics and mechanical systems.
• Ability to interpret wiring diagrams, technical manuals and product instructions.

Responsibilities

• Provide telephone support to professional installers, guiding them through installation, wiring, programming, commissioning and fault diagnosis.
• Develop detailed knowledge of BFT’s product range, including hydraulic and electromechanical motors, control panels, transmitters and safety accessories.
• Use structured questioning to distinguish between product faults, installation issues, incorrect settings and mechanical or electrical causes.
• Explain technical instructions clearly and patiently, adapting your approach to the installer’s knowledge and experience.
• Take ownership of enquiries, record advice and agreed actions accurately, and follow up or elevate unresolved issues to the Technical Manager.
• Inspect and test returned motors, control panels and other components to establish whether a fault is present and identify its likely cause.
• Carry out repairs where appropriate, within your competence and BFT’s procedures, and verify operation before equipment is returned.
• Document test results, findings and repair work clearly to support customer communication and internal traceability.
• Follow safe working practices when handling electrical, mechanical and hydraulic equipment.
• Share technical knowledge and recurring fault findings with colleagues to improve the consistency and quality of customer support.
• Work with sales and warehouse colleagues to ensure customers receive accurate information and timely assistance.
• Help with order packing when additional warehouse support is required during busy periods.

Skills

Electrics knowledge

Electronics basics

Mechanical systems

Wiring diagrams

Fault diagnosis

Communication skills

IT systems

Job description

BFT Automation is an Italian company that is part of the SomfyGroup. It designs and manufactures a wide range of access automation equipment. With over 40 years in the industry, we are a market leader in security automation products and are known for product quality, excellent customer service, and expert technical support. While we are most widely known for our gate automation products, we also design and manufacture an extensive range of traffic barriers, automatic bollards and motorized head units and controls that automate the opening of a wide variety of doors. This gives us the capability of providing the key technology components needed by any access security project for any industrial, commercial, or residential site. Our products include a range of electromechanical and hydraulic motors that can open gates of various weights and sizes, garage door operators, traffic barriers and bollards, automatic door motors, control panels, transmitters, and a variety of safety accessories. The company is headquartered in Schio, Northern Italy, and turns over in excess of 150 million Euros. It sells its products worldwide through fully owned country subsidiaries such as our business in the UK as well as through independent distributors across the globe.

In the UK, BFT sells its products to a variety of installers, including specialist gate installers, security companies, metal fabricators, and fencing contractors. These professionals provide entrance security systems to both domestic and commercial/industrial customers. We operate primarily as a product sales, support, and distribution business, with two locations in the UK: an office and distribution centre in Stockport, Cheshire, and an additional office in Swindon, Wiltshire.

As a member of our Technical Support team, you will help professional installers diagnose and resolve technical issues with BFT products. Your ability to ask the right questions, identify the cause of a fault and explain the next steps clearly will help customers complete their installations and keep systems operating reliably. The role combines telephone support with practical work inspecting, testing and, where appropriate, repairing returned components. Reporting to the Technical Manager, you will join a team of six technical support colleagues across the UK, sharing knowledge and working closely with our sales and warehouse teams. You will also provide occasional support with packing orders during busy periods.

Responsibilities

Technical advice and customer support

• Provide telephone support to professional installers, guiding them through installation, wiring, programming, commissioning and fault diagnosis;
• Develop detailed knowledge of BFT’s product range, including hydraulic and electromechanical motors, control panels, transmitters and safety accessories;
• Use structured questioning to distinguish between product faults, installation issues, incorrect settings and mechanical or electrical causes;
• Explain technical instructions clearly and patiently, adapting your approach to the installer’s knowledge and experience;
• Take ownership of enquiries, record advice and agreed actions accurately, and follow up or elevate unresolved issues to the Technical Manager.

Inspection, testing and repair

• Inspect and test returned motors, control panels and other components to establish whether a fault is present and identify its likely cause;
• Carry out repairs where appropriate, within your competence and BFT’s procedures, and verify operation before equipment is returned;
• Document test results, findings and repair work clearly to support customer communication and internal traceability;
• Follow safe working practices when handling electrical, mechanical and hydraulic equipment.

Teamwork and operational support

• Share technical knowledge and recurring fault findings with colleagues to improve the consistency and quality of customer support;
• Work with sales and warehouse colleagues to ensure customers receive accurate information and timely assistance;
• Help with order packing when additional warehouse support is required during busy periods.
• Sound knowledge of electrics, basic electronics and mechanical systems; practical competence is more important than formal qualifications;
• Ability to interpret wiring diagrams, technical manuals and product instructions;
• Practical ability to inspect, test and repair components using appropriate tools and test equipment safely;
• Strong analytical and problem-solving skills, with a methodical approach to fault diagnosis;
• Clear communication and questioning skills, with a calm, patient and professional telephone manner;
• Ability to guide installers through technical checks and recognise when further investigation or escalation is required;
• Good organisational skills, with the ability to prioritise tasks, work independently and follow through on commitments;
• Ability and motivation to learn, retain and apply technical product knowledge;
• Confidence using IT systems to access technical information and maintain accurate support records;
• A collaborative and adaptable approach; experience in access automation, electrical installation, maintenance or repair would be an advantage.
• An attractive and comprehensive benefits package, designed to support your wellbeing, work-life balance and professional development;
• A varied role where you help installers solve technical problems and carry out practical testing and repairs;
• Product training and support from experienced colleagues to help you build your knowledge and confidence;
• The trust to work independently, take ownership of customer enquiries and put your technical skills to use;
• A friendly team where colleagues share what they know and help each other when things get busy;
• Opportunities to learn and develop within BFT Automation, part of SomfyGroup.