Technical Support Engineer

Ovia Group; Tamworth; Remote; GBP 28,000 - 38,000; Full time

Benefits offered by this job

5 extra days annual leave

Health Cashback Plan

Pension Scheme

Life Assurance

Free Parking

Job summary

Scolmore Group is seeking a Technical Support Engineer in Tamworth to join the Technical & Quality Department. The role is office-based from 8:30am to 5:00pm, focusing on providing expert technical support across Scolmore's product portfolio while delivering exceptional service.

Responsibilities include responding to inquiries, guiding customers and sales teams, troubleshooting, producing drawings in Adobe Illustrator, and supporting the Sales Team with take-offs and quotations.

Qualifications

• Strong electrical knowledge and wiring/installation understanding.
• Ability to diagnose and resolve technical issues through structured troubleshooting.
• Excellent written and verbal communication with customers and colleagues.

Responsibilities

• Respond to customer enquiries by phone and email.
• Provide accurate guidance on Scolmore Group products to customers and sales teams.
• Investigate technical issues and reproduce problems to resolve them.
• Create and translate technical drawings from product guidance and customer requirements.
• Log and maintain accurate technical data, drawings, and compliance documentation.
• Support sales team with quotations and cross-specifications.
• Attend customer sites to resolve on-site issues when required.

Skills

Electrical knowledge

Problem-solving

Communication

Teamwork

Organisation

MS Office

Adobe Illustrator

Education

GCSE Maths & English

Tools

Adobe Creative Cloud

Microsoft Office

Job description

Do you have the electrical knowledge and problem-solving skills to help find the right technical solutions?

An exciting opportunity has arisen for a Technical Support Engineer to join our Technical & Quality Department. This role is responsible for providing expert technical support across the Scolmore product portfolio, helping customers and colleagues resolve technical queries while delivering exceptional service.

This is an office based role at our head office in Tamworth, working 8:30am - 5:00pm.

Key Responsibilities:

• Respond promptly and professionally to customer enquiries by telephone and email.
• Provide customers and sales teams with clear, accurate guidance on Scolmore Group products.
• Investigate and resolve technical issues through research, replication and structured troubleshooting.
• Communicate effectively with colleagues and customers across email, chat, telephone and face-to-face channels.
• Interpret schematic drawings and electrical schedules to produce populated distribution board and consumer unit drawings in Adobe Illustrator.
• Prepare accurate take-off’s and cross-specifications to support quotations for the external Sales Team.
• Translate product guidance and customer requirements into clear, tailored technical drawings.
• Accurately log technical support cases, maintaining consistent records for reporting, analysis and business needs.
• Maintain accurate, current and accessible technical data, drawings, certification and compliance documentation across Scolmore Group product ranges.
• Support the Technical Team in meeting product compliance and certification requirements.
• Work closely with local sales teams to resolve customer-specific issues and support commercial requirements.
• Prioritise urgent requests, manage competing deadlines and maintain a high standard of service.
• Attend customer sites when required to investigate and resolve on-site technical issues.
• Use email, Adobe Creative Cloud and Microsoft Office confidently to complete role requirements.
• Carry out all duties in line with the Company Health and Safety Policy and other applicable company requirements.

Skills & Experience

Essential

• Strong electrical knowledge, including a sound understanding of wiring, installation practices and electrical systems.
• Strong problem-solving skills, with the ability to understand customer requirements and identify practical solutions.
• Excellent written and verbal communication skills.
• A professional, positive and customer-focused approach, with a strong commitment to delivering excellent service.
• Ability to work effectively as part of a team, while demonstrating initiative and working independently when required.
• A structured and well-organised approach to managing work and priorities.
• Confident using Microsoft Office applications and other standard workplace systems.

Desirable

• Previous experience in a technical support role, together with extensive knowledge of low-voltage electrical accessories, including sockets, switches and distribution boards.
• Experience within the electrical, manufacturing, or construction sectors.
• Electrical qualifications or practical electrical installation experience.
• Ability to interpret technical drawings, wiring schematics, and product specifications.

Educations & Qualifications

• GCSE Maths & English or demonstrable experience

• Option to purchase up to 5 extra days annual leave
• Health Cashback Plan
• Pension Scheme
• Life Assurance
• Free Parking

Site Location: Scolmore House, Tamworth, B79 7UL