Technical Support

7 months ago

Birmingham, United Kingdom Mayflex UK Ltd Full time

Job Advert

**Technical Support**

Mayflex is looking towards a bright future as a growing part of Sonepar, an independent family-owned company with global market leadership (44,500 people, an annual turnover of 21.6 billion euros) in B-to-B distribution of electrical products, solutions and related services.

If you are looking for a company that has a long-term vision and cares about its people and the planet, then you are looking for Sonepar which spans 44 countries and is constantly striving to create stimulating opportunities for the future.

Mayflex and Sonepar both believe passionately in the idea of sharing success. That is why we want you to join and contribute to a team that is constantly striving to be La Référence.

**ARE YOU THE PERSON WE ARE LOOKING FOR?**

The technical support agent will be required to provide first class technical support to Mayflex clients across the Mayflex (esp. Excel) product range, be able to answer queries and manage incidents according to deadlines and process incidents from start to closure while adhering to Service Level Agreements. In addition to incident management, the role entails product investigations, new product evaluations, site auditing, technical/report writing, client and vendor meetings, sales support & internal/external training.

The Technical Support role will be responsible for:

- Managing Technical incidents from start to finish.
- Carrying out site investigations. Fault-find and resolve issues. Produce detailed reports.
- Dealing with clients in a professional manner that portrays Mayflex the supplier of choice.
- Testing & evaluation of returned products.
- Attend training courses as required.
- Test new products/perform product comparisons & produce detailed test reports.
- Technical writing - produce professional reports, Technical Notes & White Papers.
- Assist clients with pre-sales queries - specifying Excel products etc.
- Assist Sales with pre-sales queries, client meetings & presentations.
- Perform site audits & produce professional audit reports & follow-up actions.
- Site toolbox training on best practice when installing/terminating/testing Excel copper and fibre optic products.
- Continuously develop & deliver training courses as required.
- Keep abreast and advise on Industry standards.

**WHAT DO YOU NEED TO BRING TO EXCEL?**

Success in this role relies on a detailed understanding of the technical aspects of the Mayflex/Excel product portfolio. Excellent Customer Service & communication. The ability to manage multiple tasks and maintain high levels of energy and enthusiasm are also critical capabilities. The Technical Support role furthers strong and trusted relationships with customers and colleagues to identify market needs and gain good market growth of the Excel product set.
- Experience in Customer Services/Technical Support essential.
- Ability to fault find and troubleshoot various products.
- Ability to manage incidents from creation through to completion.
- Adhere to company and department SLA’s.
- Excellent technical writing ability.
- Excellent knowledge of cabling infrastructure products, installation practices & testing for both copper and fibre optic systems.
- Must be mobile - willing to travel (UK & Intl). Clean driving licence.

**WHAT MAYFLEX CAN OFFER YOU**
- Competitive salary with added potential bonus
- 25 days holiday a year with the ability to flex up to 5 days
- The option of a healthcare cash plan and group life assurance
- Auto-enrolment in our pension scheme 5% match contributions
- Paid time off for our Volunteering scheme
- Employee Discounts Portal
- Access to a 24/7 Employee Assistance Programme
- Payroll Giving options with Company Contributions
- Cycle to work Scheme
- Wellbeing support including App and Hub
- Enhanced Maternity/Paternity Leave
- Long Service Awards and value-based awards
- Recruitment referral bonuses
- Gym membership discounts
- Regular appraisals and development plan
- Continuous online and instructor led training & development.
- LinkedIn Learning Licence
- Opportunities to grow your career with us

Mayflex are committed to embedding diversity and inclusion across the whole organisation, a place where we can all be ourselves. We are committed to providing equal opportunities to all current and prospective employees and will not discriminate based on a person’s race, colour, sex, gender, age, religion, national origin, disability status, sexual orientation, source of income, parental status, or any other protected status and we will strive to build a culture that values meritocracy, openness, fairness, and transparency.**Are you ready to make a difference?

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