Technical Support Specialist (Sauna Products)

Provide technical support:

• Where required, help respond to customer inquiries via phone, email, and possible online chat.
• Diagnose and resolve technical issues related to sauna operation, maintenance, and installation.
• Offer guidance on sauna assembly, control systems, and safety precautions.
• Troubleshoot problems with electrical equipment, sauna construction and overall sauna performance
• Help design/projects and sales departments in correctly specifying products for installations, or sold systems. Including but not limited to: Sauna heaters, steam generators, ventilation systems, lighting systems, pairing controllers with heaters and power supplies.

Create and maintain a knowledge base of frequently asked questions and technical documentation:

• Initiating and helping to maintain a technical issues feedback loop, i.e. logging technical issues, logging resolutions, logging quantities of issues.
• Monthly reporting on number of cases and logging by brand, category and type to highlight the worst offending brands and collate reasons (poor instructions, complicated product, lack of content, lack of staff training for example).
• Collaborate with the stock team and line management to create cost reports to aid in claiming for replacement warranty products and, where appropriate, labour costs.
• Maintaining stock of critical spare parts and ensuring replacements are sent from suppliers to maintain appropriate stock levels.

Repair and refurbishment:

• Diagnose and repair faulty sauna heaters and related leisure equipment returned by customers or those damaged in transit. This may involve:
• Testing electrical components and identifying malfunctions.
• Replacing damaged parts such as heating elements, thermostats, and control boards.
• Performing safety checks and quality control before returning the heater to the customer.
• Maintaining accurate records of repairs and replacements.

Where required, deliver outstanding customer service:

• Maintain a professional and courteous demeanor at all times.
• Ensure customer satisfaction by providing timely and effective solutions.
• Build rapport with customers and establish a positive brand image.
• Escalate complex issues to senior technicians or management as well as suppliers and their technical teams when necessary.
• Diligently maintain email and phone records in the company's CRM system to help with case management and reporting.

Collaborate with other teams/systems:

• Work closely with sales and installation teams to ensure seamless customer experience.
• Provide feedback to product development teams on potential improvements or recurring issues.
• Initiating and helping to maintain a technical issues feedback loop, i.e. logging technical issues, logging resolutions.

Stay up-to-date:

• Keep abreast of the latest sauna technologies and industry best practices.
• Participate in training sessions and workshops to enhance technical skills.
• Participate in in-house technical sales meetings.

Do you have experience in Technical support?, You will play a crucial role in providing excellent technical assistance to our customers, ensuring their sauna experience is smooth and enjoyable. This role requires a strong understanding of sauna technology (both traditional and infrared), troubleshooting skills, and exceptional customer service abilities., * Proven experience in a technical support role, ideally within a related industry (e.g. electrical, HVAC, construction).

• Strong understanding of electrical systems and basic wiring.
• Excellent problem-solving and troubleshooting skills.
• Exceptional communication and interpersonal skills.
• Ability to explain technical information clearly and concisely.
• Proficient in using computers and common software applications.

Desirable:

• Familiarity with different types of saunas (traditional, infrared, steam).
• Knowledge of sauna construction materials and their properties.
• Experience with customer relationship management (CRM) software.
• Basic understanding of wiring regulations
• Hobbies/interests include things of a technical nature

• Competitive salary and benefits package.
• Opportunities for professional development and growth.
• Be part of a dynamic and growing company in the wellness industry.
• Flexible working hours (around our core office hours).
• Complimentary access to our company sauna.
• 28 days holiday (including public holidays) with option to purchase up to 10 additional holiday days.
• Free on-site parking.

Finnmark Sauna is the UK's premier provider of luxury Sauna, Steam, Spa, and Wellness products and services. We are deeply committed to delivering exceptional service to our customers, and we're seeking a skilled and enthusiastic Technical Support Specialist to join our growing sauna company at our headquarters in Spennymoor, Durham.