Technical Support Advisor

2 weeks ago

Warwick, United Kingdom Baxi Heating Full time

**Warwick (hybrid)**

Are you looking for your next challenge? Baxi Heating is a leading provider of environmentally friendly and efficient heating solutions across a range of leading domestic and commercial brands. We have over 150 years of experience, pride ourselves on our values and strive for earning lifetime loyalty with our customers.

We are looking for an enthusiastic and well-motivated individual to join our Technical Team as a Technical Support Advisor.

**Your key tasks and responsibilities will be**:

- To ensure the satisfaction and confidence of all customers in Baxi Group products and services and resolve enquiries from all internal and external groups/channels under a multi-brand strategy.
- The job holder is required to take full responsibility for all technical enquiries from customers, installers, designers and specifiers, and interpret and ensure compliance with relevant legislation and standards including health & Safety.
- To demonstrate an understanding of all aspects of the Service function to enable a coordinated approach to resolution of customer queries in collaboration with all areas of the business.
- To recognise, identify and escalate the potential impact of product and emerging issues and proactively contribute to improvement opportunities.
- Provide technical input and support for other areas of the business (Customer Relations.)
- Administer field-based submissions of industry warning notices and RIDDOR documents
- Provide input to ensure accuracy of technical support material.
- Represent company views and values in a professional and responsible manner to ensure an enhanced customer experience and drive a ‘world class’ technical support offering. Utilise business systems to support all activities within the role.
- Undertake training to support development and the addition of new skill sets as required by the business.
- Health & Safety awareness and knowledge of compliance.

**EDUCATION AND EXPERIENCE**

**Essential**
- Good interpersonal skills with the ability to work under pressure whilst maintain a positive attitude and a logical, structured approach to problem solving with the ability for lateral thinking.
- Excellent verbal and written communication skills are essential together with keyboard competency.
- Excellent interpersonal and communication skills.
- IT awareness and system literacy.
- Customer Service Experience

**Desirable**
- **Ideally a background in the domestic heating, gas or electricity industry. Experience of fault diagnosis would be an advantage.**

**And even better if you have the following**
- City and Guilds in gas engineering or plumbing or NVQ equivalent. Knowledge of renewable technologies will be an advantage. City & Guilds in gas service engineering or equivalent.
- Background in the central heating industry and ACS accreditation.
- A sound knowledge of British Standards, Gas Safety Regulations, Building Regulations and codes of practise, Electrical standards and Gas Safe requirements are desirable.
- Applicants with transferable skills from other technological / engineering / electrical fields would be considered and related Educated to degree level or equivalent technical qualification.

There is a requirement to work 40 hours a week within a shift rotation, which is Monday - Friday 8am - 6pm and currently one in five Saturday’s (Overtime paid at time and 1/3)

We offer a competitive salary alongside 25 days holiday per annum not including UK bank holidays. We also offer a contributory pension and sick pay schemes, staff discounts and more.

Does this sound like you? If so we would love to hear from you
- We’re a prestige heritage manufacturer that provides heating solutions to customers all over the UK. We’re pioneers of the energy transition, driving forward looking heating solutions. We know having a diverse workforce that reflects our mission and our expansive customer base is not only good for you, it’s great for us_
- We welcome each and everyone of the differences that make our people intrinsically unique and able to contribute to the growth and success of our organisation. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status_
- Making sure you're supported throughout your process is important to us. So, if you identify as having a disability, tell us ahead of your interview. And let's talk about any adjustments you might need_

**Recruitment Agency Notice**

**PLEASE NOTE - Due to the nature of our work this role may require background checks, offers of employment will be dependent on obtaining the relevant level of checks.

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