Technical Support Advisor

As a Technical Support Advisor, you will be responsible for providing high-quality, remote technical support to our valued customers and field engineers. In this office-based position, you will be the first point of contact for diagnosing and resolving technical issues related to our advanced machinery, including CNC routers, press brakes and laser cutters. The role also includes opportunities for hands-on work with our machines in the factory to support learning and testing., * Provide first-line remote support to customers and engineers via phone, email, and online software.

• Support end-users with queries regarding safe operation, routine maintenance, and fault finding.
• Assist on-site engineers with advanced troubleshooting, part identification, and repairs.
• Guide customers and engineers through step-by-step solutions to resolve technical problems efficiently.
• Document all interactions, issues, and resolutions within the company’s CRM system.
• Escalate complex technical issues to the appropriate senior staff when necessary.
• Collaborate with sales and engineering teams to ensure a seamless customer experience.
• Contribute to building a guidance library to address recurring queries.

• Previous experience in a technical support or customer-facing role.
• Experience or a demonstrated understanding of basic electrical and/or mechanical principles.
• Proficiency with IT skills and general computer literacy.
• Strong technical aptitude with excellent critical thinking and problem-solving skills.
• A proactive and reliable approach to work.
• Ability to work effectively both independently and as part of a team.
• A willingness to learn and adapt to new technologies.
• A strong team player.
• A confident communicator via phone, email or face to face.

Desirable Skills:

• Familiarity with CNC routers, laser cutters, or other manufacturing machinery.
• Experience using a CRM or similar computerised system for customer contact.
• Experience within an engineering or manufacturing environment.
• Experience with CAD principles.

• Competitive Salary: Starting from £28,500, with potential for an increase based on your skills and experience.
• Sociable Hours: A consistent work schedule of 07:30 - 16:30, Monday to Friday. Enjoy your weekends with no out-of-hours cover required.
• Career Progression: Join a growing business that values its employees and offers opportunities to develop.
• Great Environment: Be part of a friendly, supportive, and collaborative team.
• Varied Work: An engaging role that combines office-based problem-solving with hands-on work in our factory.

If you are looking to take the next step in your career and join a company that will invest in you, apply today!

Job Types: Full-time, Permanent

Pay: From £28,500.00 per year

Benefits:

• Bereavement leave
• Casual dress
• Company pension
• Free parking
• Health & wellbeing programme
• On-site parking