Technical Support Engineer

Halma plc; Newcastle upon Tyne; On-site; GBP 32,000 - 40,000; Full time

Benefits offered by this job

Discretionary bonus

Enhanced pension scheme

Life Assurance

Holiday buy and sell scheme

Parental leave (14 weeks)

Employee Assistance Programme

GP access 24/7

Cycle to Work Scheme

EV charging points

Job summary

Advanced Electronics Ltd, a wholly owned subsidiary of Halma plc, is seeking a Technical Support Engineer to join our Newcastle team. You will deliver first-class technical support and training to customers, handling queries by phone and email, and helping ensure our life-saving products meet installation needs.

You will collaborate with sales, marketing and product teams to promote our brand and resolve technical challenges, while building trusted relationships with customers and stakeholders.

Qualifications

• Established track record in technical support with an electronics bias.
• Excellent communication skills and transparency.
• Willingness to learn new technology.
• Desire to support customers and promote solutions.
• Analytical mind and strong problem-solving skills.
• Collaborative approach with good business sense.

Responsibilities

• Be primary contact for technical support and training queries via phone and email.
• Deliver product training virtually and face-to-face at training spaces or offsite.
• Collaborate with Sales & Marketing to produce promotional and support material.
• Guide customers in applying product features to meet installation needs.
• Advise stakeholders on products and drive growth and market share.
• Identify customer pain points and address them systematically; support QA and product teams.

Skills

Technical support

Customer service

Communication skills

Problem solving

Team collaboration

Job description

Where performance, quality and ease of use are paramount, you’ll find Advanced on the wall.

Advanced is a global leader in the design and manufacture of specialist fire safety systems that protect lives and property in more than 80 countries across the globe.

Company: Advanced

Sector: Safety

Function: Customer Service & Contact Center Operations

Job Type: Regular / Permanent

Role Type: Full time

Location: Newcastle Upon Tyne

Job Description

Our team members are passionate, driven and up for a challenge. If you have ambition to make a difference, then please read on.

Advanced Electronics Ltd have been designing and manufacturing life-saving products for 25 years, protecting iconic buildings across the globe and the people within. Our team members are passionate, driven and up for a challenge. We are a wholly owned subsidiary of Halma plc, a FTSE 100 listed company. Halma is “a market leader in specialist safety, health and environmental technologies” and has a purpose of ‘Growing a safer, cleaner, healthier future for everyone, every day”.

The Job:

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. You will:

• 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 within 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

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

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

#Advanced