Technical Product Advisor
Permanent, Site based, Full Time, 38.75 hours, Monday to Friday 8:45am to 5:30pm
Location: Rugby Head Office – CV21 1RD
Your new Company:
Häfele is an internationally trusted name supplying furniture fittings, ironmongery and hardware to the trade. We are recognised for our extensive range and quality of product as well as our expertise in the industry and excellent customer service.
Your new role:
As a Technical Product Advisor, you will be responsible for delivering technical advice, product guidance, and specification support to both internal and external customers. Acting as a key point of contact, the role involves resolving technical queries, supporting customer requirements, and contributing to a positive customer experience.
Working within a structured technical support team, with clear progression pathways, offering the opportunity to develop from foundational product knowledge through to a subject matter expert level. This position suits someone who enjoys problem-solving, collaboration, and delivering consistent, high-quality support in a fast-paced environment.
Key Responsibilities:
· Provide technical advice and support to customers and internal stakeholders via phone, email, and live chat
· Respond to queries in a timely and professional manner, ensuring a high level of service
· Troubleshoot product issues and support customers with appropriate solutions, replacements, or repairs
· Build and maintain effective working relationships with suppliers and internal teams
· Support the full customer journey, including enquiries, quotations, orders, and delivery updates
· Assist with new product introductions and contribute to the improvement of processes and services
· Manage and follow up on customer enquiries through to resolution, ensuring clear communication throughout
· Maintain accurate records and reporting using CRM systems
· Contribute to knowledge sharing, including maintaining FAQs and supporting internal learning initiatives
· Work collaboratively with cross-functional teams to meet business and customer needs
What you’ll need to succeed:
· Strong customer service skills and a commitment to delivering high-quality support
· Good technical aptitude and ability to understand product specifications and systems
· Experience using Microsoft Office and CRM systems (knowledge of Salesforce beneficial)
· Ability to interpret technical drawings, plans, or schematics
· Clear and effective communication skills, with the ability to explain technical information
· Strong organisational skills and the ability to manage and prioritise workload
· A proactive and solution-focused approach to problem-solving
· Ability to adapt to changing priorities and work effectively under pressure
· Comfortable working both independently and as part of a team
· Commitment to ongoing learning and professional development
What you’ll get in return:
· £28,613 basic salary with the added potential to earn an annual bonus of up to 10%.
· Benefits including:
o Holiday of 23 days’ basic + 8 bank holidays in a complete year, increasing to 28 days basic with our length of service programme
o Health Cash plan scheme; Claim back up to £765 annually for medical and wellbeing costs for yourself, and up to £470 for dependent children. This covers a wide range of treatments including dental, optical, therapy, and wellbeing costs, with the added option to increase your level of cover and add another adult.
· Additional benefits include:
o Employee Assistance Programme (EAP) offering confidential support and guidance for you and your family
o 24/7 GP phone service for easy access to medical advice
o Quicker access to medical scans and surgical procedures
o Counselling services
o Discounts on gym memberships to help you stay active
o Hospital treatment insurance
o Huge range of shopping, restaurant and activity discounts
o Enhanced Pension Scheme to secure your financial future & regular financial awareness initiatives
o Life Cover – providing financial security for your loved ones.
o Take advantage of discounts on company stock.
o Cycle to Work Scheme: Make your commute greener and healthier. Save up to 47% on the cost of a new bike and accessories, and spread the payments in a tax-efficient way.
o Volunteering Days: 2 full days per 12 month period paid to volunteer at a registered charity and give back to the community
We offer a structured career pathway within the Technical Support team, with opportunities to develop your skills and knowledge, level of responsibility, impact and therefore earning potential.
This is a full-time, permanent position, based on site in our fantastic offices in Rugby. Core hours of work are 8:45am to 5:30pm, Monday to Friday.
A job profile is available on request. Please send your current total remuneration package, CV and covering letter to the Recruitment Team at [email protected].
Shortlisting and interviews for this role will take place while the advert is live; the vacancy will be closed as soon as the successful candidate is appointed. Applicants are therefore encouraged to submit applications as soon as possible. We are committed to equal opportunities
At Häfele UK, we’re proud to be a Living Wage accredited employer, demonstrating our commitment to fair pay and the wellbeing of our people. This means every member of our team earns a wage that meets the real cost of living – not just the government minimum – because we believe hard work deserves fair reward.
Pay: £28,613.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking
- Paid volunteer time
Work Location: In person
