Technical Support Advisor

Description

You will join the technical support team and help professional installers find and fix faults on the company's equipment.

Strong questioning and clear explanations of next steps help installers finish jobs and keep systems running reliably.

The role mixes phone support with hands-on inspection and, where suitable, repair of returned parts. You will report to the Technical Manager and join six technical support colleagues spread across the UK.

You will also work with sales and warehouse staff and help pack orders at busy times.

The company is an Italian firm within a larger group. For over 40 years it has designed and made access automation equipment and is a market leader in security automation, known for product quality, customer service and expert technical support.

Gate automation is its best-known area, but its range also includes traffic barriers, bollards, door motors and control units.

Its headquarters are in Schio, Northern Italy, and annual turnover exceeds 150 million Euros. It sells worldwide through wholly owned country subsidiaries, including the UK business, and through independent distributors.

In the UK, customers are installers such as gate installers, security firms, metal fabricators and fencing contractors, who serve domestic and commercial or industrial sites. The UK business works mainly in product sales, support and distribution.

Responsibilities

• Give telephone support to professional installers through installation, wiring, programming, commissioning and fault diagnosis.
• Build deep knowledge of the product range: hydraulic and electromechanical motors, control panels, transmitters and safety accessories.
• Ask structured questions to tell apart product faults, installation problems, wrong settings, and mechanical or electrical causes.
• Explain instructions patiently and clearly, matched to each installer's experience.
• Own each enquiry, log advice and agreed actions accurately, and follow up or pass unresolved issues to the Technical Manager.
• Inspect and test returned motors, control panels and other components to confirm a fault and its likely cause.
• Repair items where appropriate, within your skills and company procedures, and check they work before they are sent back.
• Record test results, findings and repairs clearly for customer contact and internal tracking.
• Follow safe practice when working with electrical, mechanical and hydraulic equipment.
• Share know-how and recurring fault patterns with colleagues to keep support consistent and high quality.
• Work with sales and warehouse colleagues so customers get accurate information and quick help.
• Help pack orders when the warehouse needs extra hands during busy periods.

Requirements

• Solid knowledge of electrics, basic electronics and mechanical systems. Practical skill counts for more than formal qualifications.
• Able to read wiring diagrams, technical manuals and product instructions.
• Able to inspect, test and repair components safely, using suitable tools and test equipment.
• Analytical, methodical problem solver.
• Clear, calm, patient and professional on the phone, with good questioning skills.
• Able to guide installers through checks and to recognise when to investigate further or escalate.
• Organised, able to prioritise, work alone and follow through on commitments.
• Willing and able to learn, retain and apply product knowledge.
• Comfortable using IT systems to find technical information and keep accurate records.
• Collaborative and adaptable.
• Advantage: experience in access automation, electrical installation, maintenance or repair.

Conditions

Office and distribution centre in Stockport, Cheshire, plus an office in Swindon, Wiltshire.

Equal opportunities: applications from all backgrounds are welcome.

Benefits

• A comprehensive benefits package covering wellbeing, work-life balance and professional development.
• Varied work solving installer problems and carrying out hands-on testing and repairs.
• Product training and support from experienced colleagues.
• Trust to work independently, own customer enquiries and put your technical skills to use.
• A friendly team that shares knowledge and helps out when things get busy.
• Chances to learn and grow within the company and its parent group.