Job Overview
Reporting to the Technical Manager, the role is to provide a best-in-class technical support service, to our customers, internal and external. Providing support to the Technical Manager in implementing/updating our PVC & Aluminium portfolio, all strictly within Company guidelines and SLA.
Duties will include but not be limited too, creating CAD drawings for frames, responding to internal and external queries via emails and phone, and supporting any new projects of a technical, testing and sales specification or systems nature.
Responsibilities
* Create all technical data required for system setup.
* Scope product ranges for testing and suitability for implementation.
* Project accountability, i.e. research, development and implementation of new frame ranges.
* Gather cost price data required during scope to seek approval and gain project sign off for implementation.
* Liaise with factory to create job specification & sample requirements and provide technical/testing guidance, support and assistance.
* Gain full product range knowledge and understand all technical and order processes.
* General technical assistance for all departments and customers alike.
* Handle all customer queries/issues which may arise with reference to supply and installation of products, liaising with raw material suppliers and factory where improvements may be needed from a technical or production perspective.
* Answer all incoming calls to the technical support line within 3 rings and provide support/advice on our product range.
* Review tender/specification documents and liaise with customers, conduct a take-off drawing exercise and produce a window and door schedule complete with product specification, to allow the customer care team to process orders and quotations.
* Liaise with Suppliers for the introduction of new parts, issue drawings for sub-contracted frames, and support the quality process.
* Provide phone help and support to internal and external customers for fitting/installation issues on site.
* Maintain a safe, secure, and compliant environment by operating within Company systems, policies, procedures.
* Demonstrate our company vision and values.
Skills
* Accurate in data entry with a high attention to detail.
* A self-motivated, confident team player.
* Observant with the ability to spot discrepancies.
* Excellent organisation and time management.
* Able to work under pressure and tight deadlines.
* A good communicator, both written and verbal.
Must have an excellent telephone manner and be used to talking to customers in a polite and professional manner.
Essential Experience
* An ability that enables customers to talk through their needs.
* Able to understand technical requirements, product enquiries and process effectively and accurately.
* Computer Literate.
* Customer service can do attitude.
* Must be willing to undertake any training requirements commensurate to the post.
Desirable Skills and Experience
* Role would be suitable to a candidate with previous technical service support backgrounds.
* A comprehension of Windows Designer or similar window/door creation systems.
* Knowledge of installation and how to advise on issues that arise on site preferable.
* Knowledge of AutoCAD software or an equivalent.
* Must be willing to travel to the Aluminium factory in West Bromwich on an ad hoc basis where necessary for training and product development testing.
* Software programming and a comprehension of Windows Designer
* Fenestration experience desirable
* Excellent maths skills
Job Type: Full-time
Benefits:
* Employee discount
* On-site parking
Work Location: In person