Technical Support Engineer

Advanced Co; Newcastle upon Tyne; Remote; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Bonus

Pension

Life insurance

Holiday buy/sell

Parental leave

EAP & counselling

GP access

Cycle to Work

EV charging

Job summary

Advanced is seeking a Technical Support Engineer to join our experienced team in Newcastle upon Tyne. You will provide first-class technical support and hands-on help for customer queries, ensuring swift resolution and high satisfaction.

In this role you will deliver product training virtually or on-site, collaborate with Sales & Marketing, and guide customers in applying features to meet installation needs. A strong electrical bias and problem-solving mindset are essential.

Qualifications

• Established track record in a technical support/customer service role with an electronic/electrical bias.
• Excellent communication skills and transparency.
• Desire and aptitude to understand products and learn new technology.
• Willingness to support customers and promote solutions.
• Analytical mind with strong problem-solving skills.
• Ability to inspire confidence in customers and stakeholders.
• Collaborative approach with sound judgement and business sense.

Responsibilities

• Be a primary point of contact for technical support and training queries from customers and end users by providing telephone and email support.
• Deliver customer product training in a virtual environment, as well as face-to-face, either from our dedicated training space or at strategic offsite locations.
• Collaborate with Sales & Marketing to deliver promotional and support material to establish and maintain our brand as a market leader.
• Guide customers in applying the features and benefits of our products to meet installation requirements.
• Provide advice to key stakeholders on our products and solutions and influence their decision-making to drive growth and market share.
• Identify customer pain points and address them with a systematic approach.
• Collaborate with product management and QA, offering support as required.

Skills

Technical support

Customer service

Electrical bias

Communication skills

Problem solving

Collaboration

Stakeholder influence

Job description

The Bridges, Balliol Business Park, Newcastle upon Tyne, NE12 8EW

As Technical Support Engineer you’ll work with a well-established, experienced team, providing first class technical support and on-hand help for any customer queries.

About the job:

Key Responsibilities:

• Be a primary point of contact for technical support and training queries from customers and end users by providing telephone and email support
• Deliver customer product training in a virtual environment, as well as face-to-face, either from our dedicated training space or at strategic offsite locations to meet the requirements of our customers
• Actively collaborate with Sales & Marketing to deliver promotional and support material to establish and maintain our brand as a market leader
• Guide customers in applying the features and benefits of our products to meet the requirements of installation in the most effective and efficient manner
• Provide advice to key stakeholders on our products and solutions and influence their decision-making process to deliver sustained growth and drive market share
• Identify customer pain points and adopt a systematic and methodical approach to addressing those points
• Collaborate with product management and QA, offering support as/when required

About you:

To thrive in this role you will have:

• An established track record in a technical support/customer service type role with an electronic/electrical bias
• Excellent communication skills and will demonstrate transparency
• The desire and aptitude to understand our products and the ability to learn new technology
• A willingness to go out of your way to support customers and promote solutions
• An analytical mind and strong problem-solving skills
• The ability to support and inspire confidence in customers and stakeholders
• A collaborative approach, with sound judgement, a strong business sense and an ability to understand customer needs

What we offer:

At Advanced, people are at the heart of our success. We’re committed to building an inclusive workforce and creating an environment where everyone feels valued and respected. To support our people, we offer a comprehensive range of rewards and benefits, including:

• Discretionary company bonus
• Enhanced contributory pension scheme
• Life Assurance and Income Protection
• Holiday buy and sell scheme
• 14 weeks parental leave
• Employee Assistance Programme and free counselling service
• 24/7 access to GP services
• Cycle to Work Scheme
• EV charging points