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Application and Technical Support Engineer
2 months ago
Fortress as a company:
Fortress is a purpose driven organisation. “Saving lives by providing the best safety solutions” is at the heart of decision making and the strategic direction of the organisation. With offices and manufacturing around the world, Fortress is a truly global organisation that has a proven track record of growth with ambitions to accelerate that growth even further
Fortress Safety design and manufacture interlocks and access control systems, which protect employees working in environments which contain hazards. We are a life safety company and what we do truly makes a difference to people returning home safely. Fortress are passionate about safety and have a team of approachable experts who support our customers in navigating the complexity of the regulatory landscape and ensuring the safety of people in the workplace. We consider ourselves to be agile and highly innovative. We are also working hard to continue to drive cultural change and alignment to provide a positive working environment where employees feel valued, trusted and have the opportunity for personal growth.
Fortress are a part of Halma plc (www.halma.com), where autonomy and the entrepreneurial spirit are key factors to the continued success of the group.
Purpose of the role:
The Application and Technical Support team within Fortress is growing to support our increasing number of clients and our application driven business focus. The core purpose of the team is to provide support as the first line of technical help for Partners, Customers and the Regional Sales Managers. Through deep understanding of fortress products and knowledge of the applicable machinery safety regional standards / regulations, the candidate will be expected to provide guidance to customers during pre-sales discussions. The role then focuses on the post sales elements of identifying issues and supporting technical questions through to resolution for products in the field.
As the role and team develop the future intent is to support the business on its three key segments of Battery Manufacturing, Food and Beverage and ASRS (Automated Storage and Retrieval) systems whilst still providing technical support. The role will give emphasis to one of the key segments with an expectation to become an expert in the application of Fortress products in this field. This will further develop the business; help drive growth and contribute to product development. Collaboration and working with the Sales, Engineering, Safety services and Marketing teams etc is a key aspect to this role.
This is a great opportunity for a candidate with relevant experience to develop knowledge in the safety industry on not only product but also the application environment. You will receive training relative to applications, required tools, details on products and the specific role responsibilities. Alongside this thanks to the high levels of growth, the opportunity exists within Fortress to take on additional responsibilities and progress in your career.
Key areas of responsibility of the role include:
- Review customers concerns or questions, via all platforms to quickly understand their pain points and provide a suitable resolution, where a resolution is not immediately available process in line with tech support/quality procedures.
- Providing technical support to customers via face-to-face onsite visits, telephone, and other platforms to support pre, during and post sales.
- Establish best practices for technical account management and demonstrate to internal sales team to help them, resolve customers issues, support an internal process for knowledge share.
- Request and support required part information and documentation from required departments.
- Define products for a range of applications and support application replication.
- Support creation / understand project books to drive standardization and global specifications for key customers
- Drive key application areas to help support business growth and future product development.
About You:
- You have a low ego and are a team player.
- You are fiercely collaborative.
- You are hungry to be part of a culture that fosters creativity, innovation and continuous improvement.
- You are a self-starter who enjoys learning new skills through being inquisitive and are eager to accept new challenges.
Location:
The main UK office is in Wolverhampton.
Benefits:
- Base Salary Competitive
- Annual Bonus Competitive
- Shares Yes
- Pension Contributory scheme
- Other Benefits Enhanced Parental Leave scheme, Free EV charging on site, Company Socials
Key Qualifications and Experience Required:
Essential:
- Bachelor’s degree in Engineering (Electrical or Mechanical) or a relevant technical discipline. Other relevant experience or qualifications will be considered.
- 1-3 years of experience in technical support, field service, or engineering roles.
- Knowledge of industrial safety systems, programmable logic controllers (PLCs), human-machine interfaces (HMIs), and related automation technologies. Hands-on experience preferred.
- Proficiency in troubleshooting and resolving technical issues.
- Strong communication skills for effectively interacting with customers, both verbally and in writing.
- Ability to work collaboratively within a team and with cross-functional departments (e.g., Design, Quality, Sales, Engineering).
Desirable:
- Knowledge of one more of the following sectors: Battery, Food & Beverage, ASRS
- Familiarity with Machinery Safety Standards and Regulations
- Additional certifications related to automation, control systems, or safety engineering
- Knowledge of industrial communication protocols (e.g. Profinet, Ethernet/IP, Ethercat)
- Experience with software tools used in automation (e.g., Siemens TIA Portal, Rockwell Automation Studio 5000).
- Proficiency in using diagnostic and testing tools for electronic and mechanical systems.
Equal Opportunities:
At Fortress we don’t just accept difference, we celebrate and genuinely value it for the benefit it brings to our culture, our employees, our products and the local communities where we are based. Fortress are proud to be an equal opportunities workplace, if you have a disability or special need that requires accommodation, please let us know.
