Technical Support Engineer

This is a self-driven role, where the right candidate will have the opportunity to develop the position into a company-wide support system, demonstrating a "happy-to-help" attitude and a genuine desire to assist the business as a whole as we continue to grow and improve., * Provide technical support to customers, dealers, and internal teams via phone and email as part of the Aftersales team.

• Assist with warranty claims and coordinate with Aftersales colleagues regarding defective components.
• Guide engineers through fault-finding procedures clearly and professionally.
• Advise engineers on the safe operation and handling of stairlift equipment.
• Diagnose and resolve hardware and software issues on stairlifts and associated control systems.
• Collaborate with Sales and Aftersales teams to offer technical input during customer issue resolution.
• Assist the Sales team and international customers with installation guidance and maintenance queries.
• Deliver training to internal staff and new engineers on product functionality and troubleshooting processes.
• Log and maintain detailed records of internal cases, following up any required follow-up actions.
• Review product-related cases, providing guidance and recommending solutions.
• Monitor recurring issues, identifying trends and areas for additional training.
• Suggest process improvements to enhance customer satisfaction and support efficiency.
• Provide feedback to engineering or product teams on design concerns or customer insights.
• Generate reports on common faults and recommend enhancements to product design or operational procedures.
• Share technical expertise to streamline support processes and reduce repeated issues.
• Escalate complex technical problems to senior engineers or manufacturers when necessary.
• Maintain and update technical documentation, manuals, and FAQs.
• Stay informed on new products, technologies, and software developments.
• Lead the testing of returned faulty goods, recording findings accurately on detailed forms.
• Attend on-site audits or to assist with complaint resolution (UK only).

Do you have experience in Technical support?, We are looking for someone with professional and strong communication skills (both verbal and written), who is computer literate and has a background in the stairlift industry. The ideal candidate will be able to work on their own initiative as well as part of a team, and be able to prioritise, multitask, and organise their own work effectively., * Technical support: 2 years (required)