Job Overview
Reporting to the Technical Manager, this role is responsible for delivering a best‑in‑class technical support service to both internal and external customers. You will support the Technical Manager in the implementation and ongoing development of our PVCu and Aluminium product portfolio, ensuring all work is completed in line with Company guidelines and agreed service levels.
We are seeking an individual with knowledge and experience within the fenestration industry, ideally gained through installation, surveying, or advanced order input/technical processing.
Day‑to‑day responsibilities include, but are not limited to:
- Create all technical data required for system setup.
- Scope product ranges for testing and suitability for implementation.
- Project accountability, i.e. research, development and implementation of new frame ranges
- Gather cost price data required during scope to seek approval and gain project sign off for implementation.
- Liaise with factory to create job specification & sample requirements and provide technical/testing guidance, support and assistance.
- Gain full product range knowledge and understand all technical and order processes.
- General technical assistance for all departments and customers alike.
- Handle all customer queries/issues which may arise with reference to supply and installation of products, liaising with raw material suppliers and factory where improvements may be needed from a technical or production perspective.
- Answer all incoming calls to the technical support line within 3 rings and provide support/advice on our product range.
- Review tender/specification documents and liaise with customers, conduct a take-off drawing exercise and produce a window and door schedule complete with product specification, to allow the customer care team to process orders and quotations.
- Check all conservatory specifications to ensure they match both the customer order and supplier paperwork.
- Liaise with Suppliers for the introduction of new parts, issue drawings for sub-contracted frames, and support the quality process.
Responsibilities
- Respond promptly to user inquiries via phone, email, or chat, providing clear and effective technical assistance.
- Diagnose and resolve hardware, software, network, and peripheral issues with precision and confidence.
- Guide users through step-by-step solutions to complex technical problems, ensuring understanding and resolution.
- Document all support interactions accurately in the ticketing system for future reference and continuous improvement.
- Collaborate with team members to escalate unresolved issues and share best practices for troubleshooting.
- Maintain up-to-date knowledge of product features, updates, and industry trends to deliver current and relevant support.
- Assist in creating user-friendly guides and FAQs to empower users with self-service resources.
- Provide phone help and support to internal and external customers for fitting/installation issues on site.
- Maintain a safe, secure, and compliant environment by operating within Company systems, policies, procedures.
Experience
- Previous knowledge in the fenestration industry.
- An ability that enables customers to talk through their needs.
- Able to understand technical requirements, product enquiries and process effectively and accurately.
- Computer Literate.
- Customer service can do attitude.
- Must be willing to undertake any training requirements commensurate to the post.
You’ll be joining a supportive technical team where your expertise directly enhances product quality, customer satisfaction, and overall manufacturing efficiency. This is a role with genuine impact, offering variety, progression opportunities within the company, and the chance to contribute to ongoing development and improvement projects.
- Staff discount
- On-site parking
- Company pension scheme
- 25 days holiday plus statutory bank holidays
Benefits:
Work Location: In person
