Technical Customer Support & Product Development Specialist

Salary c.£32,000 - £33,000 dpending on experience.

Purpose of Role

To support the Carteck team, Home General Manager and clients with technical queries, assisted installation and customer complaints.

To be involved in and learn the Teckentrup production processes and products,

Key Accountabilities

Ø Accountable to the Home General Manager, responsible for responding to customer queries and issues, and resolving or escalating to the appropriate person.

Ø Developing a deep technical understanding of the CarTeck product range, its application, manufacture and installation.

Ø Learning to liaise with both customer and Carteck office to relay feedback and be involved in problem solving.

Ø Gain an intimate understanding over time of the Integrated Management System, it’s importance to the business and identify potential areas for improvement, data logging, NCR logging,

Dimensions of Role

Ø Providing onsite assisted installations with customers and business owners, therefore product advantages/competition knowledge is also important.

Ø Providing onsite resolutions for issues with Carteck Products, escalating the problem as necessary and appropriate.

Ø Assisting customers carry out site surveys/finding the best solutions for customer requirements.

Ø Providing product feedback and development on existing/new products.

Ø Providing customer support remotely with onsite issues utilising technical knowledge of the CarTeck product range

Ø Spend a proportionate amount of time watching and assembling both Carteck Sectional and SHD.

Ø Utilisation of quality tools, linked to process.

Ø Be involved in the internal auditing process.

Ø Recognise the importance of Safety within the workplace, develop best practises which will be used at site installations.

Ø Support new product development, testing and validation.

Ø To assist in production of company products in the factory.

Ø Expected to present a professional image at all times when representing the Company.

Ø You will be required to visit site as and when necessary.

Ø Representing the Company behaviours of Customer Focus, Delivery, Teamwork & Communication, Resilience & Courage, Common Sense and Technical Capability.

Ø Expectation for some out of hours travel/work and overnight stays as required.

Ø To undertake any other reasonable duties as requested by your line manager or other senior manager.

Desirable Qualifications

English and Maths to GCSE Grade C or equivalent.

Experience in garage door or industrial door installation.

Experience using hand and power tools

Experience of interpreting engineering drawings and technical specifications.

Experience investigating technical issues and determining root causes.

Experience providing technical advice and support to customers, installers or distributors.

Experience working within a manufacturing or engineering environment.

Experience producing technical documentation, reports and product information.

Experience liaising with internal departments, suppliers and customers to resolve technical issues.

Experience managing multiple technical enquiries and prioritising workloads effectively.

Experience of working independently as necessary

Experience Necessary

Customer service and customer liaison experience

Full UK Drivers licence

Competent with Microsoft Office applications

Problem solving skills