A bit about the role:
The Technical Support Engineer provides expert technical support to customers regarding our roof window products, both pre- and post-installation. This customer-facing role requires a strong technical aptitude, excellent communication skills, and a commitment to delivering outstanding customer service. You will be responsible for resolving technical queries, troubleshooting issues, and ensuring customer satisfaction.
What you will be doing:
* Respond promptly and professionally to customer inquiries via phone, email, and other communication channels, providing accurate and helpful technical information.
* Assist customers with product selection, technical specifications, installation planning, and any other pre-installation questions. Provide guidance on building regulations and best practices.
* Troubleshoot and resolve post-installation issues, including product malfunctions, installation errors, and warranty claims. Provide remote support and, when necessary, or refer for site visits.
* Build and maintain positive relationships with customers, ensuring their satisfaction with our products and services. Manage customer expectations and communicate clearly throughout the support process.
* Diagnose technical problems accurately and efficiently, using available resources and technical knowledge. Escalate complex issues to senior technical staff as needed.
* Maintain a deep understanding of our roof window products, their installation procedures, and their technical specifications. Stay up-to-date with new product releases and technical advancements.
* As the company expands and due to ongoing changes in market conditions and the business environment, it is a requirement of the position to undertake any other reasonable task related to the position you hold.
What we are looking for:
* Proven experience in a technical support role, preferably within the construction, industry, or building materials industry.
* Excellent communication and interpersonal skills, with the ability to explain complex technical information clearly and concisely to non-technical audiences.
* Demonstrated problem-solving and troubleshooting skills.
* Working closely with the Customer Care Manager to around product performance.
* Ability to work independently and as part of a team.
* Proficiency in using CRM systems.
* Excellent organisational and time management skills.
* A commitment to providing outstanding customer service.
* Full, clean driving licence