Technical Support Representative

Technical Support Representative

Cwmbran

35,000 per annum

Acorn by Synergie is working with an Aerospace Manufacturing company that are seeking a Technical Support Representative. The right candidate will be able to offer indepth technical knowledge of Fire and Life safety products and will be working at a facility that is the centre of excellence for the Fire product line, a leading manufacturer and a global supplier of high-quality fire systems and devices.

As a Technical Support Representative you will be able to communicate both verbally and in written format in a clear, concise manner, addressing customer queries on product related issues in the field from comprehensive scenario testing and technical verification of new product. You will be confident in delivering product training on our portfolio of equipment to internal and external stakeholders.

Responsibilities:

• Support internal and external stakeholders on all reported technical issues relating to the Fire / Life safety portfolio
• First line response to stakeholders via, Telephone, Email or Business Applications, i.e., Teams
• Provide accurate logs of all technical interactions to enable comprehensive KPI reporting
• Report creation / generation, capture all relevant information on issues reported in the field ensuring that the information gathered is reported into the quality system for review and resolution
• Investigate and source key information from different systems/departments to ensure stakeholders expectations are met and resolved in a timely manner
• Liaise with Sales department on product application and system design development
• Deliver comprehensive training to internal and external stakeholders, in conjunction with the Training Team
• Be able to build recreations of product faults noted from stakeholders and Cause & Effect scenarios
• Be capable of building test "rigs' and following technical test scripts to assist in the verification of existing and new product

Qualifications:

• Previous transferable experience in a Life Safety industry - for example, in Customer Support or Engineering function
• Extensive knowledge of life safety systems within the regional areas supported, ideally with a proven track record demonstration within servicing and commissioning
• Very good understanding of BS5839-pt1, BS5839-8, BS5839-9 and EN-54

Skills:

• Analytically thinking
• Interpersonal and influencing skills, ability to coordinate within & outside of own team
• Good verbal and written communication, the ability to lead the conversation and get facts & information across in a professional manner

To be considered for this role, please apply with your up to date CV.

Acorn by Synergie acts as an employment agency for permanent recruitment.