Technical Support Assistant 1

3 weeks ago

Bury St Edmunds, United Kingdom UK Power Networks Full time

78829 - Technical Support Assistant

This Technical Support Assistant will report to the Lead Design Engineer and will work within Connections Projects EPN based in our Bury St Edmunds office. You will be a permanent employee.

You will attract a salary of £37,165 and a bonus of 3%. This role can also offer blended working after probationary period (6 months) - 3 days in the office and 2 remote

**Close Date**: 20/05/2024

We also provide the following additional benefits

Annual Leave
Personal Pension Plan - Personal contribution rates of 4% or 5% (UK Power Networks will make a corresponding contribution of 8% or 10%)
Tenancy Loan Deposit scheme
**Tax efficient benefits**: cycle to work scheme
Season ticket loan
Occupational Health support
Switched On - scheme providing discount on hundreds of retailers products.
Discounted access to sports and social clubs
Employee Assistance Programme.

With the role you will provide excellent Customer Service for Connections customers requesting quotations for connection to UKPN's network. We ask that you have a high level of technical awareness, with an understanding of the electricity network to interpret and assess customer requirements. You will have contact with customers to resolve queries and provide advice on connections processes.

As the Technical Support Assistant you will work with designers assessing the point of connection (POC), pricing works and producing work packs, delivering excellent customer service, maintaining high quality, accurate, information and responses to our customers both externally and internally.

**Principal Accountabilities**:
Understand customer's technical requirements and obtain all the relevant information from them to ensure that we can provide the customer with a quotation for the costs of connection
Identify, and assist the designers in processing re-quotes and/or revalidations requested by customers where a previous quotes exists
Manage the re-quote/revalidation portfolio to tight timescales including the provision of status information to the Lead Design Engineer
Produce simple estimates for works and produce customer point of connection offers.
Review costs against budget for projects delivered and identify under or over expenditure
Assist project designers with the processing of more complex projects
Support the Lead Design Engineer by monitoring information being entered into SAP & other systems
Ensure that the team works within the regulatory framework to minimise complaints and LC12/15, EGS/EOS failures
Work with the wider Connections team to support the team's collective determination to ensure that the business achieves its financial, quality, safety and customer service performance targets
Have knowledge of network records and basic LV network operational procedures to to identify a point of connection

**Knowledge, Skills, Qualifications and Experience**:
Essential

Already be in possession of City & Guilds 232 in Electrical Engineering qualification or willing to undertake.
Knowledge of the Connections business processes
Understanding of current Standards and Licence Conditions
Experience working in an office based environment utilising Microsoft packages, SAP and Netmap (experience using Navigator advantageous)
Customer focused with experience interpreting and responding to customer requests at all levels, internally and externally

**Nature and Scope**:
The Connections Directorate designs and undertakes new and altered electricity connections within the UK Power Networks Licence areas.

The Technical Support Assistant will report to the Lead Design Engineer who in turn reports to the Connections Manager.

The Technical Support Assistant maybe required to travel to and provide cover at any of UK Power Networks' offices.

Commitment to customer service is necessary to deliver the highest levels of customer service on a daily basis. This will be demonstrated by customer compliments, feedback and from the handling of customer complaints.

The Technical Support Assistant will work with the Connections designers to gain experience of design and pricing.

As Technical Support Assistant, you will demonstrate the ability to work in a time-sensitive, compliance environment and possess the skills required to deal with technical issues associated with project re-quotes.

This role would suit applicants with limited technical knowledge looking for their first opportunity to gain experience of electrical distribution network design.

Health & Safety Responsibilities

If in doubt ask

We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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