Technical Support Engineer

Advanced; Newcastle upon Tyne; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Discretionary bonus

Enhanced contributory pension scheme

Life Assurance and Income Protection

Halma shares

Flexible working policy

Holiday buy and sell scheme

14 weeks parental leave

Paid volunteering day

Simplyhealth reimbursement scheme

YuLife wellbeing app

Employee Assistance Programme and free

Job summary

Advanced Electronics Ltd is seeking a Technical Support Engineer to join a well-established team providing first-class technical support and on-hand help for customer queries. You will be the primary contact for technical support and training, delivering virtual and in-person training to meet customer needs.

You will also collaborate with Sales & Marketing to promote our brand and guide customers on applying product features to installations, driving growth and supporting customers throughout

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 our products and learn new technology.
• Willingness to go out of your way to support customers and promote solutions.
• Analytical mind and strong problem-solving skills.
• Ability to support and inspire confidence in customers and stakeholders.
• Collaborative approach with sound judgment, strong business sense and ability to understand customer needs.

Responsibilities

• Be a primary point of contact for technical support and training queries via telephone and email.
• Deliver customer product training virtually or face-to-face at offsite locations.
• Collaborate with Sales & Marketing to deliver promotional and support material to strengthen brand leadership.
• Guide customers in applying product features to meet installation requirements efficiently.
• Provide advice to stakeholders to influence decision-making and drive growth and market share.
• Identify customer pain points and address them with a structured, methodical approach.
• Collaborate with product management and QA, offering support as required.

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

Benefits

• Discretionary company bonus
• Enhanced contributory pension scheme
• Life Assurance and Income Protection
• Halma shares
• Flexible working policy
• Holiday buy and sell scheme
• 14 weeks parental leave
• Paid volunteering day
• Simplyhealth reimbursement scheme
• YuLife wellbeing app
• Employee Assistance Programme and free counselling service
• 24/7 access to GP services
• Cycle to Work Scheme
• EV charging points
• Simply Rewards discount scheme

#Advanced