Summary
Job Role: Technical Support Engineer
Work Location: Unit C1, Knowle Village Business Park, Mayles Lane, Wickham, Fareham, PO17 5DY
Role: Full Time, Permanent Position, Office Based
Hours: 40 hours per week
About the Role
We are looking for a confident and front-facing Technical Support Engineer to join our team, providing expert technical support for our range of fire alarm systems. The ideal candidate will be a proactive, problem-solving professional with a strong understanding of the fire safety industry and a passion for customer service.
About Us
Eurofyre is a specialist supplier of fire alarm and life safety systems, with a focus on providing gold standard technical solutions for commercial and industrial applications. As a small, privately-owned company, we have built a reputation on technical expertise and a deep understanding of life safety regulations.
Technical support is a core function of our business. As a key member of our team, you will be the central point for all product knowledge and troubleshooting. We are a close-knit company that promotes a highly collaborative environment. You will work directly with sales, marketing, and our partners to provide a complete and reliable service.
We pride ourselves on our ability to offer industry leading products and comprehensive support throughout a project's lifecycle, from initial design assistance to pre and post installation and maintenance. Joining Eurofyre means becoming an integral part of a dedicated team that is committed to precision, knowledge sharing, and ensuring our partners have the most effective life safety solutions available.
Key Responsibilities
Summary
In a small company, your role is pivotal. This position involves a blend of technical support and customer-facing duties, where you'll be a key point of contact for technical enquiries while also handling important administrative tasks. You'll have the opportunity to take on a wide range of responsibilities, from providing phone support and delivering training to creating technical resources and assisting the sales team.
Key Responsibilities
Provide Technical Support
Manage and resolve complex product issues by responding to technical enquiries via telephone and email. You will also provide guidance on product setup, configuration, and fault-finding procedures.
Conduct Product Training and Demonstrations
Deliver engaging and informative training sessions for customers and internal staff, both in-person and remotely. Showcase product features and benefits, ensuring a clear understanding of our systems.
Develop Technical Resources
Create and maintain a library of technical documentation, including user manuals, installation guides, and FAQs. Produce "how to" videos and other training materials to empower users and reduce support requests.
Generate Reports
Prepare regular reports on support metrics, common issues, and customer feedback to improve service delivery.
Collaborate with Internal Teams
Work closely with the sales and marketing teams to ensure a cohesive customer experience. Provide technical insights for marketing campaigns and assist the sales team in securing deals.
Support the Sales Process
Assist the sales team by creating technical quotations and managing complex sales enquiries. This includes putting together indicative designs and performing pipe calculations for aspirating smoke detection systems, ensuring proposed solutions meet technical specifications and project requirements.
Assist with the RMA Process
You'll support the RMA (returns) process on a technical level. This includes verifying the faults on returned goods before they are sent back to the manufacturer, ensuring a smooth and accurate return cycle.
Perform Administrative Duties
Assist with maintaining customer records and updating the CRM system.
Qualifications and Skills We're Looking for
* Education: College certification or apprenticeship in a practical field such as Fire, Security or Electrical Engineering.
* Experience: Previous experience in technical support, technical sales, or a similar customer-facing role.
* Industry Knowledge: Experience in the fire industry is preferred. Knowledge of mainstream fire alarm systems is a key strength.
* Problem-Solving: Strong analytical and problem-solving skills with a genuine enthusiasm for learning.
* Technical Proficiency: Good IT knowledge and familiarity with helpdesk and CRM tools.
* Effective Time Management: Plan and coordinate product training sessions and demonstrations efficiently, balancing preparation, delivery, and follow-up activities. Ensure sessions run on schedule while accommodating customer needs and internal priorities.
* Communication: The ability to effectively communicate complex technical information to diverse audiences.
* Attention to Detail: Excellent attention to detail in preparing reports, technical documentation, and training materials.
* Drive: A proactive attitude with a strong desire to meet targets and grow within the role.
Benefits and Culture
We are committed to providing a supportive, professional, and collaborative work environment. Your dedication and achievements are rewarded with a competitive salary and an annual performance-based bonus.
Beyond compensation, we value your well-being and career growth. We offer opportunities for skill development and promote internal advancement, providing a clear path to progress and take on more significant roles within the company.
To enhance our close-knit culture, we also offer occasional company-sponsored lunches and an annual Christmas celebration.
Job Type: Full-time
Pay: £28,000.00-£34,000.00 per year
Benefits:
* Company events
* Free parking
* On-site parking
Application question(s):
* Please describe a time when you had to manage and resolve a complex technical issue for a customer. What was the issue, what steps did you take to resolve it, and what was the final outcome?
* Can you describe a training session you've led? What was the topic, who was your audience, and how did you ensure they were engaged and understood the material?
* Describe a situation where you had to manage your time and prioritise multiple tasks to meet a deadline. How did you plan your work and what was the outcome?
Experience:
* fire, security or electrical: 1 year (preferred)
Work Location: In person