Term: Permanent, Full Time, Mon-Fri 37.5hrs per week
Please make an application promptly if you are a good match for this role due to high levels of interest.
Location: Telford, UK- Onsite
Closing date for applications: Friday 22nd May 2026
About us:
At Industrial Physics, we protect the integrity of quality control, R&D, and operations experts across various industries. We do this by providing world-class test and measurement solutions for packaging, products, and materials. Learn more about how Industrial Physics protects unseen moments for businesses all over the world - best-in-class products from our portfolio companies, including C&W Specialist, CMC-KUHNKE, Messmer Bchel, Ray-Ran, Steinfurth, SpecMetrix, Systech, Technidyne, Testing Machines Inc., TM Electronics, Torus, TQC Sheen, and United Testing Systems, help companies all over the world protect their brand.
Job Purpose
The Technical Support Representative provides expert technical assistance to both internal and external customers on the use, application, and integration of Industrial Physics testing equipment and software solutions. This role focuses on diagnosing technical issues, guiding customers through application challenges and supporting pre-sales and post-sales activities.
This position ensures customers receive accurate, timely, and effective technical knowledge and problem-solving support.
About You
You are a technically minded, customer-focused professional who enjoys helping others understand and use complex equipment and software. You excel at troubleshooting, communicating clearly and translating technical concepts into practical guidance.
Youre comfortable supporting both external customers and internal teams, and you thrive in an environment where accuracy, responsiveness, and collaboration are essential. You enjoy building knowledge resources, contributing to continuous improvement, and serving as a trusted technical expert across the organisation.
Key Responsibilities:
Technical Issue Resolution
* Respond to customer inquiries regarding product functionality, application, and system integration.
* Diagnose and resolve technical issues related to instruments, software, and application workflows.
* Escalate complex or unresolved issues to Technical Support Managers or Engineering teams when necessary.
Customer Enablement & Training
* Provide guidance and training to customers on proper use of equipment and software.
* Assist in creating and delivering technical documentation, FAQs, user guides, and training materials.
* Support virtual or on-site training sessions as needed.
Pre-Sales & Post-Sales Support
* Collaborate with Sales and Key Account Managers during pre-sales demonstrations and technical discussions.
* Support onboarding for new customers and provide ongoing technical assistance throughout the customer lifecycle.
Knowledge Management
* Maintain accurate records of technical inquiries, troubleshooting steps, resolutions, and escalation paths.
* Contribute to internal knowledge bases and customer-facing support resources.
Cross-Functional Collaboration
* Work closely with Engineering, Product Management, and Customer Success teams to share insights on recurring issues and customer needs.
* Coordinate with Field Service teams when physical repair or onsite intervention is required.
Essential Requirements
* Strong technical understanding of testing machinery, manufacturing processes, or related technologies.
* Proven ability to diagnose and resolve hardware and software issues efficiently.
* Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
* Strong documentation skills with attention to accuracy and completeness.
* Previous experience in technical support, application engineering, or a related role preferred.
* Familiarity with industrial or manufacturing environments is a plus.
Key Performance Metrics
* Response and resolution times for technical inquiries.
* Customer satisfaction and feedback scores.
* Accuracy and completeness of documentation.
* Contribution to internal knowledge bases and training resources. xsngvjr
Benefits:
* Ownership Scheme
* 33 days annual leave (includes 8 bank holidays)
* Company pension scheme (matched up 5% employer contribution)
* Health Plan (cash back on a variety of medical treatments)
* Employee Referral Scheme (£1250)
* Electric car salary sacrifice scheme
* Electric car charging points
* Cycle to Work
* Flexible working
* Health Shield- Employee discounts
What to know before applying:
Reasonable Adjustments:We understand that there are a wide range of reasons that you may require reasonable adjustments to the recruitment process- please let us know in your application how we can best support you
VISA Sponsorship: We are unable to provide VISA sponsorship, and therefore cannot employ anyone who does not have the legal right to live and work in the UK within our recruitment process you will be asked to provide evidence of your Right to Work
Advert Closing:We reserve the right to close adverts early if we receive a high volume of applications; we would therefore recommend an early application if you would like to be considered for our opportunities.